What’s New

We have introduced an option to add a Global Tenant to the Service Catalog Module page to allow the creation of configurations in Global Tenant. When we create a Service Catalog in the Global Tenant, the same Configuration and its properties will be visible in the Local Tenants. You can View and Localize a Global Configuration Value by using the newly introduced Delink option in the Local Tenant.

To know more about creating a Service Catalog, please refer to Creating Service Catalogs.

You can perform the following functions under Service Catalog page in Global Tenant:

Create Configurations in the Global Tenant.
View Configurations in Global & Local Tenant.
Localization of Global value by delinking it in the Local tenant.

Create a Service Catalog for Global Tenant

To Create a Service Catalog in the Global Tenant, perform the following steps:

Select Catalog > User > Create Service Catalog.
On the FORM BUILDER page, under the FORM DETAILS tab, select Service Catalog Management from the Module list.

Select the Tenant as GLOBAL TENANT.

Figure: Form Builder Details

Fill in the other required details as described in the following table:

Field	Description
Module	Select the Module name from the drop-down list.
Purpose	Select the Purpose from the drop-down list. Catalog Item Information Item (For more information see: Creating Information Service Catalog)
Tenant	Select the Tenant name from the drop-down list.
Category	Select a Category from the list.
Owner Workgroup	Select the owner of the Workgroup from the drop-down list.
Catalog Name	Type in the name for the Service Catalog item.
Tile Color	Select a color for the Tile.
Catalog Type	Select the Service Catalog type from the list.
Description	Type in the description of the Service Catalog item.
Keywords	Specify the keywords or set of keywords for the Service Catalog. Using the specified keywords, the respective Service Catalogs can be searched while raising an SR on the NEW SERVICE REQUEST page.
Global Catalog Item	If this check box is selected, the Service Catalog item is available to all the Tenants. Note: Global Catalog Items can be created under a Global Category.
Enable Bulk SR Creation	If this check box is selected, SR creation using Excel upload becomes enabled on the NEW SERVICE REQUEST page.
Link to Other Category	If this check box is selected, User can select an additional category under which the catalog item needs to be displayed.

Click NEXT. Under the FORM BUILDERtab, you can add the various attributes for the Service Catalog.

To know more about how to add attributes to the Form Builder and Global Tenancy changes refer to Creating Service Catalogs and Form Builder.
Click the Plus icon to make a copy of the attribute and the Delete icon to remove the attribute. You can also change the sequence of the fields by dragging them around.
Click the SAVE AS TEMPLATE button to save the form as a template. The saved form templates are displayed under the Form Templates section. On the Save Form pop-up page, type in the name for the form in the Form Name text box and click SAVE.

Figure: Save Form pop-up
If a group is selected, the SAVE AS GROUP AS TEMPLATE button is displayed. Click the SAVE AS GROUP AS TEMPLATE button to save the selected group as a template. On the Save Group pop-up page, type in the name for the group in the Group Name text box and click SAVE.

Figure Save Group pop-up.
Click NEXT. Under the PREVIEW tab you can view the Service Catalog attributes that you added. Click NEXT.

Figure: Form Builder Preview
Under the ADDITIONAL INFO tab, you can configure the other additional information, such as levels of approvals, Service Catalog images, dependency diagrams, business agreement SLA and OLA information, and so on.

Figure: Additional Info Tab
Note
- The Attachments section will be available in the Global Tenant. The attachment field not used in the Global Configuration will be available for use in Local Tenant Configuration.
- The below fields are greyed out and will not be editable in the Global Tenant configuration.
  - Vendor Dependent
  - Skip Approvals
  - Enable User Attributes
  - Enable Asset Allocation
  - Enable Configuration Item
  - Log Service Request in User's Location
  - Log Service Request in User's Group
  - Do Not Overwrite Values
- The values of Classification, Urgency, Impact, Priority & Service Window fields will be based on the values configured for Global Tenant.
- If Global Tenant is selected, only then the global values will be displayed in the fields.
Click SAVE. A pop-up message is displayed. Click OK to create a WORKFLOW for the Service Catalog. See Screen Shot. The Service Catalog needs to be approved and published by the Approvers for it to be available to the users.

Figure: Service Catalog Created Dialog box
WORKFLOW
Click WORKFLOW to navigate to the WORKFLOW page, where you can create the Approval Workflow for the Catalog (see: Configuring SR Approval Workflow).

Additional Enhancements:

Select the checkbox for Enable Default Analyst.
Default Analyst dropdown is displayed.

From the Default Analyst dropdown list choose Workgroup Owner as a value.

Figure: Default Analyst

Note:

If Workgroup Owner do not have Analyst permission that SR will be unassigned.

Select checkbox for Enable Conditional Service Request Value and from the Analyst dropdown select Workgroup Owner.
Upon selecting, all the fields for this checkbox are enabled.

Viewing and Updating Service Catalog in Global Tenant

You can view the list of Service Catalogs configured for a Category and Sub-category under a selected Tenant. If the status of the Service Catalog is Maintenance, you can modify the Service Catalog details.

To Edit/Approve the Service Catalog, perform the following steps:

Select Catalog > User > Edit Service Catalog.
Click Filters > Select the Tenant as GLOBAL TENANT and click SUBMIT.

Figure: Service Catalog List Page
Click the ID hyperlink of the Service Catalog you want to view or update.
On the APPROVE SERVICE CATALOG page, the details of the selected Service Catalog are displayed. For more information about the fields on the APPROVE SERVICE CATALOG page see, Approving and Publishing Service Catalogs.

Figure: Approve Service Catalog Page
Note
- For a Global Catalog the applicable locations and applicable customers will be selected as ALL and will not be editable.
- Applicable user level and user type also will be selected as ALL and will not be editable.

Viewing a Global Service Catalog configuration in Local Tenant

To View a Global Service Catalog in Local Tenant, perform the following steps:

Select Catalog > User > Edit Service Catalog.

Click Filters > Select the Tenant as any Local Tenant and click SUBMIT.

Service Catalog List Page is displayed.

Figure: Service Catalog List Page in Local Tenant

Note

Icon

Designates

Description

Grey Globe Icon

Global Configuration

Grey Globe Icon represents a value that is a Global Configuration. The Global tenant is a tenant which is configured and available for all the child (local) tenants.

Blue Globe Icon

Global Configuration – Modified Locally

Blue Globe Icon represents a value that was a Global Configuration which is locally modified in the local tenant.

Click any Globally Created Configuration to view the Configuration.

Figure: Service Catalog Edit Catalog
Click EDIT CATALOG. The Form Builder Page in Local Tenant will be displayed.

Figure: Form Details in Local Tenant

Here none of the properties are editable. We need to Delink the Configuration to make these details Editable.
Click NEXT

Figure: Form Builder Details Page in Local Tenant.

Note

The Configurations in Global Tenant will be inherited to the Local tenant.

Delink a Global Service Catalog Configuration

The De-link option is provided in the Actions panel when there is a Global value configuration in details page of a Local tenant. You can Delink a Global value configuration in Local Tenant to make changes to any properties that were earlier restricted as they were a Global value configuration.

To De-link a Global Service Catalog in Local Tenant, perform the following steps:

Select Catalog > User > Edit Service Catalog.
Click Filters > Select the Tenant as any Local Tenant and click Service Catalog List Page is displayed.
Click the ID of the Catalog that you want to De-link.
On the APPROVE SERVICE CATALOG page, click EDIT CATALOG. The FORM BUILDER page will be displayed.

Figure: Form Builder Delink page

Once you click Delink and click NEXT, the FORM BUILDER page will be displayed. There is a De-link option present in the FORM BUILDER page & the ADDITIONAL INFO page.

Figure: Form Builder Page De-link
Note
- The De-link option is present in 3 places in the Form Details, Form Builder and Additional Information. If user clicks on the De-link button in any one of these 3 tabs, then in the other 2 place the De-link option will not be visible.
- The group of controls added from the Global Tenant Configuration cannot be edited in the Local Tenant.
- To edit the global configurations the catalog should be delinked.
- When the User publishes a Globally created Catalog in the Local Tenant, then it becomes a Locally modified Catalog. After performing this action, if the status of the same Catalog present at the Global Tenant is changed, then that change in status will be not overwritten here in the local tenant.
- When the user clicks CANCEL, the changes made to the Configuration will get discarded and not get saved.
Once you click the Delink option, user will get a prompt stating “By delinking Global Configuration, it will be converted to a Local Configuration, upon clicking Save.

Figure: De-link Configuration message.

After the details have been saved, click SHOW LIST to view the Delinked Configuration.

The Delinked Configuration will be replaced by a De-link Icon
to signify that the configuration has been converted to Local value.

When you hover onto the icon you can view the tooltip as ‘Global value converted to Local value.’

A Global value once Delinked cannot be Re-linked.
You cannot Delink a Service Category when Catalogs are present under the Service Category. When you try to De-link you will get a message stating “There are Global Catalog(s) linked to this Service Category. Change the Category for the existing Global Catalog(s) before delinking this Service Category.”

Create a Service Catalog for Global Tenant

WORKFLOW

Viewing and Updating Service Catalog in Global Tenant

Viewing a Global Service Catalog configuration in Local Tenant

Delink a Global Service Catalog Configuration