Self-service access

Employee Self-Service (ESS) enables you to connect with a Service Manager application to request a service, provide information, or track previous requests. You do not need any special training or software. If you can connect to the Service Manager server using a supported browser, you can open, modify, and cancel service requests. There are two interfaces for self-service access; the one you choose depends on which option is configured on your system:

Standard ESS View: provides a simplified Service Desk interface for you to create, view, and update service requests. To learn more, see the related topics links.

Note: The ESS interface has been designed so that users can easily understand what they need to do; therefore, no Service Manager help icon is available. If users want to see the online help, their System Administrator can provide them with a URL that they can enter into their web browser.

Service Request Catalog (SRC): provides an an easy-to-use, questionnaire-style Service Desk interface, which allows you to create, view, and update service requests. SRC guides you through request creation, which enables the service request to be created more quickly and accurately. Self-service support for catalog and non-catalog items, approvals, and approval delegation is also provided. A dashboard shows the status of service requests and catalog requests. An Assistance panel provides quick and easy access to SRC online help. To learn more, see the embedded help and the SRC online help, both of which are accessible directly from SRC.

Note: For more information, see the Service Request Catalog for Service Manager: Installation and Configuration guide.

Searching the Service Catalog

The Service Catalog enables users to search for services, items, and bundles in the language in which the user is logged on to the system. For example, if a user logs on in French, the user enters a description in French when searching and the items or bundles available display in French. Also, when the user selects a category to search within, the list of categories displays all categories available to the user in French.

If a manager or a user searches the catalog in a localized language and there is not a localized version of the item, the search will not find the item. However, if a user or manager uses a search filtered on a category, any non-localized items or bundles within the category display in English because the base language in Service Manager is English.

This also means that items created in English but not localized are found by a search, but these items do not display in the search results if a user is logged in to the system in a language other than English. This occurs because there is no localized display name for the item in the system. To prevent this situation, as a best practice, localize all data to the desired language before users start using the Service Catalog.

Search for catalog items

1. Click Service Catalog > Order from Catalog.
2. Specify the Category, if you know it.
3. Specify the item name, if you know it.
4. Specify the search options if needed:
   • Bundles and Items only: Select this option to limit your search to catalog items whose Type is Bundle or Item.
   • Any of these words: Select this option to limit your search to catalog items that contain any of the keywords you enter in the Search for box.
   • All of these words: Select this option to limit your search to catalog items that contain all of the keywords you enter in the Search for box.
5. Click Search.
6. To view more items in the catalog, click More results.

What are Most Popular Requests?

The Most Popular Requests are listed on the Order from Catalog home page. This lists and tracks the most requested items in the catalog for the current calendar month. The results are based on all system activity and not individual requestor activity.

The Most Popular Requests panel displays as many items as your screen size allows.

Request a service catalog item or bundle

You can easily order products and services from Service Catalog without needing to contact the service desk. Items in the Service Catalog can include an item picture, description, attachments, and purchasing options. Some items in the Service Catalog are for information only, such as instructions on how to order items from an outside service. Information-only items only have an item picture, description, and attachments; they do not include purchasing options.

To request an item or bundle from the Service Catalog, follow these steps:

1. Click Order from Catalog.
2. Select a category, and then click Search to view available products and services.

3. Click the item you want to request to view the Order Information for that item.

   Note Some catalog items may be Information-only. You will not be able to add Information-only items to your cart.

4. In the Requested for field, select the Individual who will receive the good or service.
5. Select the quantity and any other item options, and then click Add to Cart to add the item you want to your cart.
6. From the Order from Catalog home page, click View Cart/Checkout.
7. Click Submit Request.
8. Type any required information justifying the request.
9. Click Submit.

Request a non-cart item

When ordering services from the Service Catalog, you can order non-cart items. These items are for services, such as resetting a password, printer support, or desktop support. When you order a non-cart item, you do not need to place the service request in a cart and submit the cart. Instead, your request creates an interaction record and does not require any fulfillment.

To request a non-cart item from the Service Catalog:

1. Click Non-cart Catalog Requests.

2. In the Service Catalog pane, view the list of non-cart services available. Notice that each link is the detailed description of the item. For example, to select a Password Reset item, click the linked detailed item description Help user reset password.

   The non-cart service item opens.

3. Click Submit to order the item.
4. Enter the following information to describe what the request is for and when you need it:
   1. Purpose
   2. Needed by (select a date from the calendar)
   3. Urgency: 1-Critical, 2-High, 3-Average, or 4-Low
   4. This Request is for
   5. Contact for this Request
   6. Preferred method of contact
5. Click Add Attachment to add additional information.

6. Click Submit.

   Service Manager displays a message stating that the request has been submitted and an interaction record has been opened.

   • To go back to the Service Catalog and browse the available services, click Back to catalog.
   • To cancel the request and exit, click Cancel.
7. Click Continue to exit.

Make a request for multiple recipients

1. Click Order from Catalog.
2. Select a category, and then click Search to view available products and services.

3. Click the item you want to request to view the Order Information for that item.

   Note: Some catalog items may be Information-only. You will not be able to add Information-only items to your cart.

4. Change the Quantity to reflect the number of recipients you are requesting the item for.
5. Click Split Items.
6. From the Order from Catalog home page click View Cart/Checkout.
7. Click the name of the individual Item/service in your cart.
8. Select the recipient's name in the Requested for field.
9. Click Save changes.
   You are taken back to view the contents of your cart.
10. Repeat step 6 through step 9 for the other recipients.
11. Click Submit request.
12. Type any required information justifying the request.
13. Click Submit.

Save a shopping cart

1. Click Order from Catalog.
2. Select a category, and then click Search to view available products and services.

3. Click the item you want to request to view the Order Information for that item.

   Note: Some catalog items may be Information-only. You will not be able to add Information-only items to your cart.

4. In the Requested for field, select the Individual who will receive the good or service.
5. Select the quantity and any other item options, and then click Add to Cart to add the item you want to your cart.
6. From the Order from Catalog home page click Save your Cart for later.
7. Type a cart description.
8. Click Finish.
9. Click OK to confirm the saved cart.

Save a shopping cart template

1. Click Order from Catalog.
2. Select a category, and then click Search to view available products and services.

3. Click the item you want to request to view the Order Information for that item.

   Note: Some catalog items may be Information-only. You will not be able to add Information-only items to your cart.

4. In the Requested for field, select the Individual who will receive the good or service.
5. Select the quantity and any other item options, and then click Add to Cart to add the item you want to your cart.
6. From the Order from Catalog home page click Save your Cart as a Template.
7. Type a cart description.
8. Click Finish.
9. Click OK to confirm the saved cart.

Note: The items in a shopping cart template cannot be modified before you submit the request.

Submit a saved shopping cart

1. Click Service Catalog > Saved Carts and Templates.
2. Select the saved cart that you want to submit from the record list.
3. Click Checkout.
   The saved items are added to your active cart.
4. Click Submit Request.
5. Type the required information regarding this request.
6. Click Submit.
7. Click OK to confirm the request was submitted.

Submit a shopping cart template request

1. Click Service Catalog > Saved Carts and Templates.
2. Select the template cart that you want to submit from the record list.
3. Click Checkout.
   The items are added to your active cart.
4. Click Submit Request.
5. Type the required information regarding this request.
6. Click Submit.

Note: The items in a shopping cart template can not be modified before you submit the request.

Check the status of a request

1. Click View Open Requests.
2. Select an interaction that you created. The Status field displays the request status.

Modify a catalog request in progress

1. Click View Open Requests.
2. Select the interaction that you created.
3. Click View/Edit Cart.
   A list of the items currently in your cart opens.
4. Click View Catalog. The Service Catalog opens.
5. Add another item to your cart or remove an existing item.
6. Click Return to Request. The interaction you created opens.
7. Click View/Edit Cart.
   Your modified cart opens.

Cancel a request

1. Click View Open Requests.
2. Select the interaction that you created.
3. Click Cancel Request.
   The interaction is closed.