Add new Service Catalog item

For adding new service item just click on Add Service item button above the table. Adding new service item is done in six steps. Same steps is used when you edit the Service item (except the first step, it is in use only when you add a new item).

Second step – Properties

In this step you define all SCI properties. There is a set of default properties that are same for all SCI, those could not be changed, and two segment for adding custom fields (Specific information and Order information).

Service item properties

1. General information: List of default properties that each SI has and which are same for all SI categories. In this step this list is disabled, you edit the information in the next step, Data (5).

2. Specific information: List of fields that will additionally describe the service item. You define property field types and field headers. Data will be filled by the SCI creator later in the next step, Data (5), of the creation of the SCI.

3. Order information: List of custom fields the end user must fill in order to make a valid Service Order. You define property field types and field headers.

Adding specific and order information are done in the same way. Add fields here working with drag and drop principle and are similar to add fields or properties to other entities, see Custom Entity forms / Property editor.

When you create property fields you can create field headers in different languages.

All custom fields, respectively properties can be deleted. Click the field and select Delete in popup.

When all fields are created, use Next (10) button or click on Data (5) tab to proceed next step.

Use Save as draft (8) button to save service item as draft. Form stays open and service item will be saved with Draft status and all properties and values you set in this steps will be saved. In case that the service item has status different from Draft, Save as draft button is called Save.

Use Save & Close (9) button to save service item and close form. Form closed and service item will be saved with current status and all properties and values you set in this steps will be saved.

Use Cancel (7) button for canceling form. Form will be closed and service item will be saved with current status but properties and values will not be saved.

Use Cancel & Delete (6) button to cancel form and delete service item.

Third step – Data

In this step you fill General and Specific information of the Service Catalog Item. Data shall compose a complete description of the Service Catalog Item that is offered to customers.

Managing languages

When you input data in fields that are defined as multilingual (Name, Short description, Long description and fields in Specific information fields defined as translatable) following rules are in use:

When SCI is saved first time (create SCI from new empty template) all data values are saved in NSP Standard Language. If Agent has not selected the standard language when creating the Service Catalog Item a symbol is displayed at the top of form to warn/inform user that data will be saved in other language than Agent has currently selected.

When Agent edit a Service Catalog Item all data are saved in language that Agent has currently selected. Correct working process to create a SCI in several languages is:

1. Select NSP Standard Language in your user profile Settings.

2. Create the Service Catalog Item in NSP Standard Language (all steps and Save).

3. Change language to language 2.

4. Edit Service Catalog Item in language 2.

5. Repeat 3-4 for all other languages in use.

General information contains list of all default properties that each SCI has and which are same for all categories.

In following table you can find list of default SCI properties:

Field	Description
Image path	Upload image which will represent SCI.
Name	Text field. Name of SCI. Saved as a user defined language dependent value, could have different value for different languages.
Service category	Dropdown field. You can choose from categories defined in Service Catalog.
Short description	Text field. Name and Short description are displayed on Service Catalog home page. Saved as a user defined language dependent value, could have different value for different languages.
Description	Text area field. There are formatting tools to format text, and you can add images and links. Saved as a user defined language dependent value, could have different value for different languages.
Order confirmation message	Text field. Use it to add a confirmation message to the service item, that will be shown to the end-user upon ordering. Formatting tools are available same as for the Description field.
Valid from	Date and time field. Choose date from which SCI should be valid (Published). Time is set to current time as default when you create a new SCI.
Valid to	Date and time field. Choose date which SCI shall no longer be valid (Archived). You don´t have to define this time. If it is not set the SCI will be valid until it is manually archived.
Status	Current status of SCI. Default value for a new item is normally Draft. More information, see Service Item default lifecycle.
VAT	Dropdown field. You can choose from VATs defined in NSP. Must not be defined, if not selected no VAT is added to the Price.
Price	Decimal field. Insert SCI price in selected Currency.
Currency	This field defined standard currency and cannot be edited. SCI Price shall be defined in this currency.
Estimated delivery	Number field. Insert number, forms together with Estimated delivery time unit estimated delivery time.
Estimated delivery time unit	Dropdown field. You can choose Minutes, Hours, Days, Month and Years. Forms together with numeric value Estimated delivery estimated delivery time.
Quantity field	Checkbox field. Select this field if you want to allow ordering larger quantities (>1) of this item. A field for quantity is added in Service Catalog where Requester must input number when ordering SCI.
“On behalf of” field	Checkbox field. Select this field if you want to allow “On behalf of” ordering for this item. Person creating the order and the Requester can then be different users.
Hide price information	Checkbox field. Enable this field if provided service is free of charge for the requester. No information concerning price, tax or currency is displayed for the service item.
Disable Ordering	Checkbox field, if enabled order of service item is not available on Self Service Portal. Buttons for Order and Add to Chart are hided for this item in SSP. Purpose of this setting is e g when ordering shall be temporarily disabled without changing other settings.
Show delivery address	The Show delivery address option allows us to control the possibility of entering the delivery address data or not when ordering items from the service catalog.
Show Order Information	The Show order information option allows us to control displaying of order information In order confirmation window when ordering items from the service catalog.
View Permissions (Groups)	Select groups for which the service item should be visible. Start typing name of group, matching groups will be displayed in dropdown. You can select one or more groups. Select in dropdown or hit Enter after each group. Click x to remove. If you don´t select a group (field is left empty) the service item will be visible to all groups.
Order Permissions (Groups)	Select groups for which the service item should be possible to order. Start typing name of group, matching groups will be displayed in dropdown. You can select one or more groups. Select in dropdown or hit Enter after each group. Click x to remove. If you don´t select a group (field is left empty) the service item will be available for all groups.
Approval flow	If the option “Category Approval” is selected on the service item, then the user does not have the option to select a specific approval flow for the selected service item, but the approval flow set on the category will be applied. (for more info how you can set the approval flow to the category, click here). In case the category approval flow option is not selected, then the approval flow field is displayed on the form. Then you can set which Approval flow that shall be in use when this service item is ordered. Select from dropdown containing available configured Approval flows. In case this value is empty, the default system approval flow is applied.
Enable attachments	If this option is activated, than you have possibility to attach files within ordering process on Self Service Portal.
Order Separately only	If this option is activated, then this service item can be ordered only separately, without other items and without dependent items
Verify Account	If this option is enabled, then when ordering, the user must verify his account.
Show order information	If this checkmark is marked, then the ordering popup on the Self Service portal will display a box for entering values for order information fields (for example cost center, manager, contact name, email, your order no, note etc).
Featured	If this option is selected, following service catalog item will be displayed inside the widget on SSP.

In this step you also fill values for Specific information (2) which you defined in previous step.

Ordering information (3) shows properties for ordering which you defined in previous step, but you cannot edit. Ordering segment in this step is disabled, data should be input by Requester when ordering SCI.

Use Next (11) button or click Personal Data Fields tab to proceed the next step.

Use Back (10) button or click Properties (4) tab to go to previous step.

Use Save as draft (8) button to save service item as draft. Form stays open and service item will be saved with Draft status and all properties and values you set in this and previous steps will be saved. In case that the service item has status different from Draft, Save as draft button is called Save.

Use Save & Close (9) button to save service item and close form. Form closed and service item will be saved with current status and all properties and values you set in this steps will be saved.

Use Cancel (7) button for canceling form. Form closed and service item will be saved with current status and all properties from previous step will be saved but properties and values from this step will not be saved.

Use Cancel & Delete (6) button to cancel form and delete service item.

Fifth step – Ticket settings

In this step you define ticket settings for Service Order ticket and Configuration item settings. After ordering and approve, if specified, a ticket and CI is created for handling the deliver.

Ticket settings and Configuration item

1. Subject: Define ticket subject, explained below.

2. Default assignee: Define assignee of created ticket. This field has auto-complete feature, start input name of group or agent, dropdown is shown with search result. Select assignee in dropdown. If you click the symbol a browse form is opened. You can search for a Group or an Agent in NSP which will be assignee of the created ticket.

3. Managed properties: this function allows that values from certain fields from the service item transfer as same values in fields in the service order ticket. Values can be mapped from the ordered service item or they can be set as fixed values. Clicking on Managed properties opens a popup with settings:

Ticket mapping popup

The first column shows the fields in the ticket, while the second column shows two options for defining values - mapping or fixed value. A fixed value is available in all fields and a mapped value is only available for fields that are same type and found in both entities. The third column refers to the selection of values (selection of the field from which is mapping going to be performed or entering a specific value for the option default).

4. Attach CI: This function allows you to link specific CI to service order ticket which is made after ordering some service item. Clicking on this button opens a popup with a list of active CIs that can be linked to a ticket. One or more CIs can be selected. Attached Cis can be removed using Remove link action rightmost on the row.

Attach CI popup

5. Add task template: This function allows you to add specific task template to service order ticket which is made after ordering some service item. Clicking on this button opens a popup with a list of existing task templates that can be added to a ticket. You can add one or more task templates and you need to insert Assignee for each of them. Linked task templates can be removed using Delete action rightmost on the row.

Add task template

6. Worklog mapping - this function allows that values from certain fields from the service item transfer as same values in fields in the worklog form in created service order ticket. Values can be mapped from the ordered service item or they can be set as fixed values. Clicking on worklog mapping button opens a popup with settings:

Worklog Mapping

The first column shows the fields in the worklog forms, while the second column shows two options for defining values - mapping or fixed value. A fixed value is available in all fields and a mapped value is only available for fields that are same type and found in both entities. The third column refers to the selection of values (selection of the field from which is mapping going to be performed or entering a specific value for the option default).

7. Create CI after purchase: By marking this checkbox, this purchased service item will be saved as CI.

8. Create processing: By clicking this button, a popup is opened where the type of the new CI should be selected first and then the field values for that type. Values can be predefined (fixed) or can be mapped with field values from the purchased service item.

Create processing popup

9. Automatic lease enabled: By marking this checkbox, the saved CI will be automatically leased in the last active leasing contract related to customer account which is used in order. If active contract with that customer account does not exist, CI will not be leased.

In service order ticket that is created after successfully order, new comment with all leasing information (successfully or not) will be created.

Comment Example when active contract with requested customer account exist:

Comment Example when active contract with requested customer account does not exist:

NOTE: This setting is allowed only when setting Create CI after purchase is active.

Use Next button or click on Configuration tab to proceed the next step.

Use Back button or click on Personal Data Fields tab to go to previous step.

Use Save as draft button to save service item as draft. Form stays open and service item will be saved with Draft status and all properties and values you set in this and previous steps will be saved. In case that the service item has status different from Draft, Save as draft button is called Save.

Use Save & Close button to save service item and close form. Form closed and service item will be saved with current status and all properties and values you set in this steps will be saved.

Use Cancel button for canceling form. Form closed and service item will be saved with current status and all properties from previous step will be saved but properties and values from this step will not be saved.

Ticket Subject

For Ticket Subject customization a template form is used. Click on button and following form appears:

Edit Ticket Subject

Fields in Edit Subject form:

1. Templates: This box is used to define the Ticket Subject text. Text is built of a combination of plain text and Placeholder values (variables collected from the SCI data).

2. Placeholders: Consists a list of all properties referred to Service Catalog Item (properties from General information Product, Product-Category and Order information). You can click the placeholder to include it in the template along with other text. These placeholders will be replaced with the actual value when the ticket is created.

3. Add language definition: Select the language from the list to create Template for the specific language. You can select different language and then define Template for the selected language in respective textbox. Repeat the procedure for next language needed, and so on. Ticket will be created in end user (Requester) default language.