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Service Desk 2.0 > Service management / Service catalogs

Service catalogs

The app is used to group servicees into separate catalogs.  

Operators can use catalogs to filter services when creating a request in ServiceDesk > Requests.  

The created catalogs are displayed on the external portal of Service Desk 2.0 on the Service Сatalogs page.  

Using catalogs, external users can select a service and submit a request for it. Please note that users only have access to the service catalogs specified in their profile in the External users directory.  

Create a service catalog

To add a new catalog:  

  1. Go to Service Сatalogs.  
  2. Click + Сatalog in the upper right corner.  
  3. Fill in the fields in the opened window:
    service-catalogs-1
  • Name*. Enter the name of the service catalog.  
  • Description. Add additional information.  
  • SLA. Specify the SLA priority for the services in the catalog.  
  • Parent catalog. For catalog hierarchy on the external portal, specify the parent catalog for the current one.  
  • Color of the block on the portal and Icon for the portal. Customize the catalog block on the external portal by uploading an icon and entering a HEX color code.  
  • Services. Click Add and specify the services to be included in the catalog. To adjust the order in which services appear on the portal, modify the sequence number.  
  1. Click Save.  

Edit or delete a service catalog

Users with edit permissions can modify catalog parameters: name, description, responsible persons, SLA, and service list. To do this, open the catalog page and click Edit.

service-catalogs-2

After making changes, click Save.  

To delete a catalog, click the corresponding button on its page.  

Service catalog action history

On the catalog page, under the History tab, you can view information about actions performed on the catalog. The table displays the following data:  

  • Action. Description of the recorded action. For example, status change or item update.  
  • Attribute. The catalog attribute that was modified.  
  • Previous value, Current value. The old and new values of the modified attribute.  
  • User. The employee who made the change.  
  • Date. The date and time of the change.  

To filter data, click the service-catalogs-3 button, set the filtering parameters: actions, users, item properties, or date, and click Apply.  

You can export data in .xlsx or .pdf format by clicking the service-catalogs-4 button, selecting the format, and clicking Generate.  

Service catalog status

On the sidebar of the catalog page you can see its status: Available, Not available, Partially unavailable, or Closed.  

You can:  

  • Change the status to restrict service requests for the catalog. On the catalog page, click Change Status, select the desired status, and specify the type and comment for Not available or Partially unavailable. Clients will then be unable to submit requests for these services.  
  • Schedule a status change to Not available or Partially unavailable. On the catalog page, click Schedule Unavailability, set the status and exact time when services will be unavailable, and describe the reason. At the specified time, the status will update automatically, and a warning will appear on the request form.  

For more details, see the Mark a service and a service catalog as unavailable article.

service-tree.html unavailable-services.html