Catalog of Services

In this tab, you can set the tile look in the service catalog in Service Desk WebApp, keywords, the order in the tree, and the default request template.

Options:

• View in Service Catalog – by disabling this option, the service will not be visible in the service catalog. The option affects only the display in the service catalog on Service Desk WebApp. The service visibility in the rest of the system is not affected by the option settings.
  Tip:

  We recommend to disable the "View in service catalog" option for technical services or for services for which you do not want the requesters to create requests directly in. The requesters must have SLA assigned on those services (e.g. for creating a new request when unsuccessfully attempting to reopen).
  Note:

  The "View in service catalog" option settings are written into all child services. Disabled option (service is not displayed) has higher priority, so you can not enable the "View in service catalog" option on a service if the parent service has the option disabled.
• Tiles
  • Image file – specify a path to the picture. This picture will be shown in the catalog as the service icon.
  Note:
  The recommended location of the images is on the server in the C:\inetpub\wwwroot\Alvao\Content\ServiceIcons folder. The images must be in the PNG format and their recommended size is 64×64 pixels.

• Tile type – select a service display mode in the service catalog in Service Desk WebApp.
  • Square – service icon will be shown on a square colored background.
    Tip:

    We recommend this mode for white icons in the "modern look" in Windows.
  • Ribbon under icon – the service will be shown as an icon on a white background under which there will be a horizontal colored ribbon with the service name.
    Tip:

    This mode is suitable for colored icons on transparent or white background.
• Tile color – select a color of the tile, refer to recommended colors. Selected tile color should be in contrast to the service image and should express the service type (e.g. red color for incidents).
• Service order in tree – an option to order the services in tree using the order (ordered alphabetically by default).
• Keywords – enter the keywords by which users can search for the service. Individual keywords or phrases must be separated with commas. Services are always searched by their name including the whole path in the tree, so you don't have to re-enter the keywords contained in the name.
• New Request Form
  • Display optional items – enter optional items to be displayed to all users (requester, operator, manager, etc.) in the form for creating a new request from the Service Catalog. The optional items will also be displayed to the operator in the form for creating a new request using New request.
    Note:

    You can enter one ore more comma-separated values, each of the values corresponding to one item of the form.
    Note:

    In order to be displayed, the item must be set on the process of the given service, see the table below.
    Tip:

    The option can be used independently of the Show optional items to the requester check box on the Extended tab.
    Warning:

    In addition to optional items, the form also displays items that are required for the New status.
    Warning:

    The Impact and Urgency items are not available for requester in the Service Desk WebApp form.

    Value	Description	Viewable for requester without other permissions for service.	Has to be set on the service process.
    tHdTicket.sHdTicketDeviceCode	Device number	YES	YES
    tHdTicket.sHdTicketCategory	Category	YES	YES
    tHdTicket.RelatedAccountId	Related organizations	YES	YES
    tHdTicketCust.myColumn	Custom item	YES	YES
    tHdTicket.liHdTicketSlaId	Service level (SLA)	YES	NO
    tHdTicket.Priority	Priority	YES	YES
    tHdTicket.liHdTicketNodeId	Device	YES	YES

    For further description of the items refer to Request Properties.

    Note:

    In the Device field, the requester chooses from objects belonging to his/her assigned property and from object he/she is permitted to use based on his/her role in Asset Management or permissions set in the objects tree.
  • Default request template – select a default template to be used for setting default values in the input fields of the form when a request is created.
    • ... – or select a template from a list of templates (in a new window).
  • Custom form (URL) – specify a path to the custom new request form if you want to use it.
  Tip:
  The path to the form must be entered as ~/Custom/<company name>/<form name without suffix.cshtml>.

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