Service Manager powered by HEAT

About Creating Multi-Item Service Requests

This topic gives an overview of the procedures required to configure multi-item service requests.

1. Create task catalogs and software installation catalogs: Task catalogs and software installation catalogs are reusable. You need to create a new catalog only if a suitable catalog does not already exist. See Service Manager powered by HEAT.
2. Create a fulfillment item package: Fulfillment item packages are reusable. You only need to create a new fulfillment item package if a suitable one does not exist. See Service Manager powered by HEAT.
3. Link users to fulfillment item packages: Entitlement is configured by linking organizational units to a fulfillment item package. See Service Manager powered by HEAT.
4. Link request offerings to a service: After you make these links, an end user can select a request offering to place a service request, and the service linked to the request offering is used to fulfill the request.
5. Specify the tasks used to fulfill the request: Specify fulfillment tasks by linking task catalogs and software installation catalogs to a fulfillment item package.
6. Specify which fields are included in the form for each fulfillment task: A template instance map defines how fields from a task catalog or software installation catalog (the "template") are mapped to task objects in a fulfillment item (the "instance") that is created from a fulfillment item package.
7. Configure a request offering form to display the multi-item request form in the Self-Service Portal: See About Creating Service Requests.