Service Manager


Creating a Form Offering

Service Owners have the ability to create new or modify templates from any business object configured for My Items, and not depend on the administrator to provide new templates.

The request offering template enables Service Owners to create incident, change, request, and approval templates for requesters in the Self-Service Portal. Like other request offerings, these templates can be made available to all organizational units that exist on the tenant or only to specific organizational units. By default, the new offering templates are published to the entire organization.

Any business object that is part of the MyItem configuration (by default, incident, service request, and approval) can be made available through a form offering. You can add relationships to other business objects (for example, change) to MyItem, then use the corresponding templates.

1.Log in to Service Manager as a Service Owner.

2.Open the Request Offering workspace.

3.Click New > Form Offering from the toolbar. The Define form offering page opens.

4.Enter information into the fields.

Field Description
Service The service for which the form applies. Select from the drop-down list. This list is populated from the Services workspace.
Name A unique name for the service.
Description Describes how the form is used.
Anonymous Submit Allows anonymous users to submit a request.

5.Click Next. The Select form layout page opens.

6.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 square images.

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

7.Enter information into the fields.

Field Description
Business Object Business object in Service Manager.
Object Layout The available object layouts that are related to the chosen business object. Additional fields appear on the page.
Apply Template Template that automatically populates certain fields.

8.Enter information into the remaining fields. These fields vary according to the chosen business object and object layout.

9. Click Next. The Publish Action page opens.

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

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

11.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.


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


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


To cancel the request offering.


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


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

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

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