Global Tenancy for Service Catalog Module

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:  

1. Select Catalog > User > Create Service Catalog.
2. On the FORM BUILDER page, under the FORM DETAILS tab, select Service Catalog Management from the Module list.
3. 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.

4. 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.
   
   

5. 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.
   
   

6. 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
   
   

7. 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.
   
   
8. Click NEXT. Under the PREVIEW tab you can view the Service Catalog attributes that you added. Click NEXT.
   
   
   Figure: Form Builder Preview
   
   

9. 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.

10. 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
    
    

11. WORKFLOW

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

    
    

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:

1. Select Catalog > User > Edit Service Catalog.
   
   
2. Click Filters > Select the Tenant as GLOBAL TENANT and click SUBMIT.
   
   
   Figure: Service Catalog List Page
   
   
3. Click the ID hyperlink of the Service Catalog you want to view or update.
   
   

4. 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:

1. Select Catalog > User > Edit Service Catalog.
   
   

2. 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.

3. Click any Globally Created Configuration to view the Configuration. 
   
   
   Figure: Service Catalog Edit Catalog
   
   
4. 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. 
   
   

5. 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:

1. Select Catalog > User > Edit Service Catalog.
   
   
2. Click Filters > Select the Tenant as any Local Tenant and click Service Catalog List Page is displayed.
   
   
3. Click the ID of the Catalog that you want to De-link.
   
   
4. 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.  
5. 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.”