Service Catalog

The Service Catalog workspace enables you to request, view, and manage service requests and incidents. The Service Catalog workspace lists all the Services offered by your organization.

You can use the following features to view records on your workspace:

•Filter by category. You can filter by department, Most Popular, and Favorite (lists services that are marked as favorite).

•Group service items based on the service category to limit your search.

•Save service requests as draft to complete and submit later. Un-submitted requests appear as Drafts at the top right of the page.

•Search services using keyword in the Search bar.

You can also track the progress from My Items workspace.

Creating a Generic Request

If you are looking for a specific service and search results display no records, click Create a generic request to find the service you are looking for.

To create a generic request, follow these steps:

1.Log in to Neurons for ITSM.

2.Click Create a generic request. The service that is set by your administrator is displayed, by default.

If your administrator has not configured the Generic Request. An error message is displayed indicating that you do not have access to create the request.

Working with Favorites

The Favorites category lists all services that you have added to the Favorites; they appear at the top of the list.

•To view all services added to the Favorites, select the Favorites option from the Filter By drop-down list.

•To add a service to your Favorites, simply tap the Favorites icon in the Service Catalog workspace. A pop-up message confirms that the selected service has been added to your Favorites. The service then moves to the top of the list alongside other services in your Favorites.

Working with Copy Link and Send an Email

Use the Copy Link feature to copy the service request link and paste the link into another application, such as an email.

To copy the service record:

1.Log in to Neurons for ITSM.

2.From the Service Catalog workspace, select a record that you want to copy, and then click .

3.Select . A message appears that the link is copied to the clipboard.

Use the Send an Email feature to to send an email directly from a service record.

To send an email from a service record:

1.Log in to Neurons for ITSM.

2.From the Service Catalog workspace, select a record that you want to copy, and then click .

3.Select . The Outlook application opens with the service record as an email. Enter the recipient details to send the email.

1.Log in to Neurons for ITSM.

2.From the workspace menu, click . By default, the page displays all service records of all products and services available to users.

3.Use the Filter by or Sort by filters to limit your search. Select the service request. The Service Record form appears.

4.In the Service Record form, enter information into the fields as needed. If it's more than one page, click Continue to progress through the form. Each form is different, depending on the request type you selected.

5.After entering all the required information, click Request Now.

Once the request is submitted, you can't go back, edit, or delete the form.

Track the request from your My Items workspace.

You may receive email updates from the Service Desk requiring additional information about the request. If this occurs, respond within the period of time indicated in the email; otherwise, the request automatically closes without resolution.

If you need to update an in-progress service request with a note or an attachment such as an image or a document, you can do so. For details, see My Items.

1.Log in to Neurons for ITSM.

2.From the workspace menu, click .

3.From the Filter by filter, select Report New Incident. The page displays a list of incidents. Select the option that matches your problem. If your issue doesn't match the available options, click New Incident.

4.In the form displayed, enter information into the fields as required, and click Continue. The Knowledge Resources page appears listing the related articles that can help you resolve your issue. You can browse for the possible solutions to see if you can resolve your issue with one of the suggested fixes:

•If a related article appears to match your issue, click the title to open it.

• If the solution works, click Resolve to close the incident. If it does not work, then click Back to check other solutions.

5.If no solution works, fill out the fields as required.

•In the Description field, provide details that thoroughly describe your problem.

•In the Urgency field, select the level of urgency that this problem presents.

6.Click Save Incident.

Once saved, the issue becomes an incident with an ID that you can track in your My Items list in the Home workspace.

You may receive email updates from the Service Desk or Help Desk requiring additional information about the incident. If this occurs, respond within the period of time indicated in the email; otherwise, the incident automatically closes without resolution.

You can type the name of the service you are searching using the Search Services field.

You can't edit an incident once it's logged, but you can update it with a note or attachment (such as an image, document, and so on). You can also close an incident, regardless of its current status. For details, see My Items.