Catalog to Change Mapping
- Enterprise IT
What's New?
Automation of certain actions helps in reducing the manual effort that helps you to maximize productivity in other areas. Summit has introduced SR (Service Request) to CR (Change Records) feature, which allows you to automatically create Change Records (CR) when a Service Request (SR) is logged for a specific Catalog. Isn’t this cool?
Let’s explore and deep dive!
This new feature allows you to map the Service Catalog to any of the desired Change Templates in order to automate the process of creating a Change Request. Once a Change Request is logged, the sub-tasks can be created and mapped to a Workplan that gets triggered once certain conditions are met.
Configure Catalog to Change Mapping
The Catalog modules have an additional admin level configuration page added to it named Catalog to Change Mapping under the Configuration section. The auto-creation of CR will work only for the Catalogs for which a change template is mapped.
To Configure Catalog to Change Mapping, perform the following Steps:
- Log in as Admin.
- Navigate to Catalog > Configuration > Catalog to Change Mapping.
- Select the Tenant.
Catalog to Change Request Mapping List view will be displayed. - Click ADD NEW.
The Catalog to Change Mapping page will be displayed.
Figure: ADD NEW Configuration.
The Catalog to Change Mapping Configuration screen will appear.
Fill in the mandatory details. The fields have been explained in the below section.DETAILS
Field
Description
Tenant
Select the Tenant for which the mapping needs to be done.
Name
Name of the Service Catalog to Change mapping.
Service Catalog
Select the Service Catalog from the dropdown. The selection of a Service Catalog is based on the selected tenant and it will display the Catalog of all types of statuses.
Execution Order
The order in which the mapping gets executed.
Note
- The system will pick up the mapping configuration based on the highest entered Execution Order.
- In case of similar Execution Orders, the system will pick up the most matching condition and the first created configuration.
Active
Notifies the user if the mapping is Active or not. All new configurations will be marked as Active by default.
Condition
Based on the Service Catalog selected in the previous section, we will be able to log the CR based on the conditions that we define below.
The Conditions can be configured based on two options:
- Based on Catalog Attributes.
- No Condition.
Based on Catalog Attributes
When Based on Catalog Attributes Condition is selected, the creation of a CR will take place when a new SR is created for the Catalog if the attribute values of SR match the defined conditions below:
Figure: Create CR based on ConditionField
Description
Field
The Field dropdown lists the attributes based on the selected Catalog.
Example: If the Service Catalog selected is for Software Addition/Deletion and the field configured for the Catalog in the Form Designer are Default Request Type, Publisher/Software OEM, Software Name, Version, then the values in the field dropdown will be as shown below.
Figure: Field Value Example
Operator
Based on the selected field value, the operators are displayed. Select the required operator from the drop-down list. The Possible values for Operator are: Contains, does not contain, Equals, Not Equals, is one of, is not one of, Greater Than, Less Than, less than or equal to, Greater than or equal to, and Between.
Operator Name
Operator
Function
Equals
=
Find an exact match with the entered value.
Not Equals
!=
Find a match that should not be equal (exactly) to the entered value
Is not one of
NOT IN
Find matches that do not match with any of the selected options.
Is one of
IN
Find matches with any one of the options that you select.
Value
The control type and data source for the Value fields will depend on the selected Field.
Example: If the selected Field of a Catalog is Software Addition/Deletion and the control type of this field is dropdown, then the values for it will be displayed as configured in the Form Designer as shown below.
Figure: Condition Value Example
AND/OR
Every added layer of rule can be defined via a AND/OR condition. Except for the first rule, every added layer of rule will have an option to select if the rule is a AND condition or OR condition.
Add Icon
To add an additional condition, click the
Icon. Delete
To delete a condition, click the delete
Icon.When No Condition is Selected
When No Condition option is selected the system will auto-create CR for all the SRs (Service Requests) raised under the mapped Catalog.
There will be an information banner displayed stating that the CR will be created for all SR’s related to the selected Catalog when this option is selected as shown below:
Figure: No Condition Selected Information message.
ACTION
Once we have selected the Service Catalog and specified the conditions based on which the Change Record Creation takes place, we can select the Change Template and CR Status for auto creation of the CR under ACTIONS.
Figure: Action section
Field
Description
Change Template for auto creation of CR *
Select the standard or normal change template from which the CR will be created for the SR. All the Change templates that appear here are of the same tenant for which we are doing the SR to CR mapping.
For more information about selecting a Template, see Creating Standard Templates and Creating Change Records.
Note
The CR will be auto created once the SR is raised and all the approvals for the SR is completed.
Field
Description
Filter
By Clicking on the Filter Icon, we can search and Filter the Change Template.
New Change Record
Click this option to Create a New Change Template. For more information see Creating Standard Templates and Creating Change Records.
Refresh
To view the newly added change template you can click the refresh icon present near the change template selection field.
Note
There will be an additional Edit icon displayed only when a Normal Change Record Template is selected under CR Status as shown below.
Figure: Note option displayed on selecting Normal TemplateCR Status *
This option is given for the admin to select which status the Change Record should be created in.
- Draft: Select Draft if you want the status of Change Record to be in Draft Status.
- Requested: Select Requested if you want the status of Change Record to be in Requested Status.
Map the Requester of CR as *
You can define the requestor of the auto created CR by selecting this option.
This dropdown will display two options:- Requestor of the SR: If Requestor of SR option is selected, then the system will map the requestor of the CR as the caller of the Service Request.
- Select Specific User: If Specific User is selected, then another field will appear (as shown in below image) where the user can be selected from a dropdown and mapped as the requestor of CR.
Figure: When Specific User is selected
IMPACT ON CR & SR WHEN TASKS ARE RESOLVED
After the Service Catalog is selected, the Condition is specified and the Change Template is selected for auto creation of the Change Record, you need to specify the Impact on the CR & SR when all the tasks associated to them are completed. Here, you can set the SR and CR status on the completion of the tasks.
Figure: Impact on CR & SRThis section contains a set of fields that decides which status the CR and SR will be in when all the Tasks are resolved or implemented. You can set the status of SR and CR as follows:
Field
Description
Set CR status on completion of Tasks *
You can set the status of the CR on completion of the tasks as Auto Implement or Auto Close.
Auto Implement: When Auto Implement is selected the CR will be auto implemented when all the tasks associated with the CR are resolved or completed.
Auto Close: When Auto Close is selected the CR will be auto closed when all the tasks are resolved.
Note
After selecting the CR status, it is mandatory to set fields according to the option selected in this field.
Figure: Set CR fields.
Figure: CR Template Popup
Set SR status on Auto Implementation of CR *
You can set the status of the SR that led to the creation of the CR on completion of the tasks as Auto Resolve or Auto Close.
Auto Resolve: When Auto Resolve is selected the SR will be auto resolved post completion of the tasks.
Auto Close: When Auto Close is selected, then the SR will be auto closed directly post completion of tasks.
Note
After selecting the SR status, it is mandatory to set fields according to the option selected in this field.
Figure: Set SR field.
Figure: Set SR field configuration.
View Catalog to Change Mapping Configurations
After you've created or added a Catalog to Change Mapping configuration, you can view it in the Catalog to Change Mapping list page.
To view the Catalog to Change Mapping Configurations, perform the following steps:
- Log in as Admin.
- Navigate to Catalog > Configuration > Catalog to Change Mapping.
Catalog to Change Request Mapping screen will be displayed.
- Select the
Catalog to Change Request Mapping List view will be displayed.
Figure: Catalog to Change Mapping List Page
Field
Description
Mapping ID
Specifies the mapping id for the configuration.
Name
Name of the Catalog to Change mapping.
Catalog Name
Name of the SR Catalog to be mapped.
Change Template Name
The Change Template for auto creation of CR.
Execution Order
The order in which the mapping gets executed.
Active
Notifies the user if the mapping is active or not.
Updated By
Name of the user who updated the mapping.
Updated Date
Last updated date of the mapping.
Include Inactive Checkbox
To view all the inactive configurations in the list view by checking the Include Inactive checkbox present on top of the list grid view.
Filters
Click the Filters icon to specify the filter to display the Catalog Mappings. On clicking the Filters icon, the FILTERS pop-up page is displayed. Specify the filter options and click SUBMIT.
ACTIONS
This section explains all the icons on the ACTIONS panel of the Catalog to Change Mapping page.
ADD NEW
Click to create a new Catalog to Change Mapping. For more information see, Configure Catalog to Change Mapping
WORKPLAN
A Workplan consists of set of Tasks, these tasks are the templates that are defined on the Workplan configuration. Every task defined on the workplan configuration has a type and status set on the template.
Click to configure a new Workplan.
A CR Auto Create From SR job must be configured in the Custom Scheduler to proceed with the auto-creation of CR. For more information, see Configure a Job to Create CR after SR Approved.
Additional Enhancements:
Enable Default Analyst
Under Service Catalog Configuration, in FORM BUILDER When the enable default analyst option is checked then the system displays the “Owner of Assigned Workgroup” option just below it.
When this option is selected then the SR created for the Catalog will have the owner of the assigned workgroup as the analyst of the SR.
Figure: Owner of assigned workgroup
limit the linkable CI’s to only those relevant to Service Catalog.
It is now possible to limit the linkable CI value to only those that are related to the Service Catalog. For example, if the catalog item is about an Azure cloud service, only CIs related that Azure data center will show up in the CI attribute values to filter. Clicking on the funnel will pop-up a filtering options, with all the attributes available in the Configuration Items’ list.
After the filter conditions are set, the funnel icon will have an indicator of the number of filter conditions applied.
Confluence Cloud Migration Alert: Please refer to known issues you may encounter in Confluence Cloud: https://eitdocs.atlassian.net/wiki/x/wDGwAQ