Service Manager

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Creating a Request Offering

1.Log in to the Service Desk console.

2.Open the Request Offering workspace.

3.Click New > Request Offering.

If the Service name appears as GUID, the service has been deleted or is marked non-published.

4.Enter information into the fields.

Field Description
Service The service for which the form applies. This list is populated from the Services workspace.
Name A unique name for the service.
Description A description of how the form is used.
Category

The category determines where the request offering can be found in the Service Catalog. For example, choosing the IT Services > Data Services category places the offering within this group. Offerings can have multiple categories.

Click Add category to choose a category for this form. Repeat to add multiple categories.

Click Edit Categories to make changes to a category. Starting in Service Manager Release 2016.2, you can manually arrange and sort the categories. Select a category and drag it to a new location in the list. For example, to move the category called HR Services to be between the categories of Application Administration and Communication Services, click on the HR Services category and drag it to the new location. Click Save Order. Now whenever anyone creates a request offering and views the list of categories, the HR Services category is listed between Application Administration and Communication Services instead of in alphabetical order.

See Creating an External Offering for information on creating or modifying categories.

Anonymous Submit

Allows anonymous users to submit a request.

Hide Price information

Hides price information from users in the Self-Service Portal.

Hide Delivery Time information

Hides delivery time information from users in the Self-Service Portal.

Enable Request Cancellation

Enables the request offering to be canceled.

Enable Request Editing

Enables the request offering to be modified.

Use Price List

Enables pricing from a global price list. See Working with Price Lists for information on how to use this feature. Enabling this option also checks Enable Financial Transaction. Do not select this option if you do not use regional pricing and do not want financial reporting.

Enable Financial Transaction

Tracks financial transactions for this item. The system automatically maintains a consumption history of all end users requesting this service, including pricing data. This information can be used for charge back or consumption reporting.

Delivery item(s)

The name of the delivery item. If Use Price List is checked, the value is automatically set to From Price List.

Deliver by

When to deliver by. Enter a number, then select the unit: minutes, hours, days, weeks.

Price

A price for the request item. Use this only if you are not using the price list.

Recurring

The recurring price unit.

Per

Price unit. Use this only if you are not using the price list.

5.Click Next.

Design request form

1.Click Change Image to edit the default image. See Default Icons for Request Offerings.

•The image size cannot be larger than 50 KB.

•We recommend using square images.

•The image size can be as large as you like, but is scaled down to 48 by 48 pixels.

2.Click Layout Configuration to define into how many columns the fields are to be arranged on the form.

Layout Configuration

Field Description
Align rows in columns

Aligns your rows into columns. Only useful to forms with multiple columns.

Items are placed on the page from left to right into columns, then down the page. Items of different sizes can cause the layout to look jagged. This option aligns the columns of each row.
Show column number in a row Shows the column placement. When you place an item on the form, an icon appears showing which column it inhabits. This is most useful when using a two or three column display.

3.Click OK. The system closes the Layout Configuration window.

4.Drag (or double-click) control items from the Form Designer Tools pane on the right onto the Request Form area.

5.Click the edit button next to the control to define its parameters in the Configuration Editor.

Control Description
Check Box Creates a simple checkbox. Used to answer simple yes or no questions or options such as "For personal use?".
Text, Number, or Mask Field

From the Type drop-down menu, you can select from the pre-configured choices to define this field to accept specific input format, such as Money, Phone Number, MAC Address, or URL.

Or select Custom to define a custom "mask". Example: To create a postal code, such as W11 2BQ, enter A00 0AA).

For number fields, when validating the number, the system automatically sets the default value to the value of the Minimum field unless you specifically configure a default value.

Text Area

To enter answers requiring multi-line responses, such as a description field.

Category Heading

To create headings for various sections of your form. For example, you could have an address section, containing common address fields such as city, state, and zip. Then an equipment section, containing fields such as equipment list, problem description.

Click Edit to show a dividing line or create a new page.

Row Aligner

Aligns a set of form items when using multiple columns. Do not check Align rows in columns from the Layout Configuration, as this overrides this feature.

Drop-down selection

To select an item from a drop-down list. You can create a custom list or use a validation list.

Date field

To select a date from a calendar.

Time Field

To enter a time from a drop-down list.

Date / Time Field

Combines the date and time fields into one line. Allows users to enter a date from a calendar and a time from a drop-down list.

Image

To show an image on the form that can be triggered from another field. For example, when a user chooses an option from a list, an image appears, providing feedback.

Upload attachments

To upload files to the request offering. The option now supports drag and drop additions of supported file types.

Click the edit icon to open the Indent field dialog box.

Use HTML 5 uploader checkbox is checked by default. Turn this off to return to legacy HTML settings. If this box is unchecked the Allow drag'ndrop will not work. Both check boxes must be checked in order to enable drag and drop functionality. 

Allow drag'n'drop is checked by default. This allows users to drag and drop attachments into the request offering.

The supported extensions are a subset of the allowed extensions configured in System Settings.

Read only text

A label or description.

List

To select an item from a scrollable list. You can create a custom list or use a validation list. See Configuring the List Control for how to configure this control.

6.Enter a name for the controls.

For example, if you have used the Date/Time Field, you could name the control Appointment.

Example

7.Enter a description for the control.

8.Choose a template from the Templates tab.

9.Attach images to be used from the Attachments tab.

Files should be uploaded before adding the control. See Adding More Information.

10.Click Preview to see how your form appears to users.

11.Click Direct link to this Offering to get the active link for the offering.

12.Click Next.

Plan Request Fulfillment

•You cannot edit the workflow if the production metadata is in read-only mode. When this happens, the system displays a message.

•For more information about setting the production metadata to read-only, see the Configuration Database Guide for Service Manager.

1.Select a fulfillment option from the Fullfill as drop-down list.

Field Description
No fulfillment No fulfillment action occurs for this request offering.
Email An email form appears. Enter the information as required. See Setting Up Email.

Workflow

Creates a workflow in the Workflow Designer. See Using Workflows.

You can define a multi-step fulfillment workflow with the Workflow Designer. The designer supports the inclusion of all required approvals and fulfillment tasks. If financial approval is required, include an approval block dedicated for financial approval.

2.Click Next.

Publish Action Access

1.Select an option from the Status drop-down list.

Field Description
In Design Saves the form without publishing it to users. You can modify this form later.
Published Saves the form and makes the request offering available under request offerings, but not under the Service Catalog. When setting this status, by default the organizational unit of the creator/owner is added with all permissions checked. This offering is available in the Service Catalog for this organizational unit unless modified.

2.Click Add.

Field Description
Org. Unit Selects an organizational unit from the list. You can only publish request offerings to organizational units to which you have access. For example, if you do not have access to the entire organization, your published offering will only be available to users in the organizational unit that you have selected and below.
Location Only publishes to specific locations. You can designate multiple locations.

Submit

To submit the request offering from the Service Catalog by the designated organizational unit.

Edit

To modify the request offering (not the resulting service request).

Cancel

To cancel the request offering.

Delete

To delete the request offering (not the resulting service request).

Copy

To duplicate the request offering (not the resulting service request).

3.Click the remove icon to remove the organizational unit from the list.

•The request offering owner/creator has edit permissions by default.

•You can only publish to an organizational unit to which you belong, and its parent and child units.

4.Click Save, Save & Exit, or Cancel.

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