Case Catalog
Definition
The Case Catalog lists the types of business use cases that the IT Department may be required to handle, other than those processed through service requests which are dedicated to providing IT equipment and services. Cases are applicable to business lines such as HR, Facilities, Finance, Legal, Marketing, etc.
EndDefinition
The catalog is organized in a tree structure of categories that are used to qualify cases during the quick call. Each case will automatically inherit the information defined for the category with which it is associated.
Each catalog entry contains the following information:
- Contractual deadlines for the availability of the resources for processing the case, through an SLA agreement.
- The processing of the case via a workflow.
- The manager and the group in charge of the type of case.
- The priority assigned to the type of case based on the level of impact and the level of urgency.
Notes
- Two standard catalog entries are provided: HR and Facilities.
- Once the catalog entry has been created, you can modify the parent category using the Reorganize wizard.
- Modifications made to the parent category will be inherited by the associated lower-level catalog entries, except if they contain specific information.
Best Practice
- To create a quick call directly with a given category, select the Back Office by Default option for the corresponding catalog entry.
- To facilitate data entry of cases in the quick call, you should specify the code of each category.
- Each catalog entry with a parent will automatically inherit the parent's information, such as its workflow or SLA. You should only enter information specific to the category.
Menu access
References > Catalogs > Case Catalog
Description of tabs
TabUpdateRules_After2016Versions
Click to see the general principles for updating tabs.
| Create a new item | Delete an item or association with a related item |
|---|---|
|
Run the New wizard at the top of the tab
|
Move the cursor over the corresponding item and click
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Details
Description
Description: Description of the catalog entry.
Code
Code: Alphanumeric code used to select the catalog entry quickly during manual data entry. In this case, the description is automatically displayed.
- The code must be unique in the catalog.
Manager: Name of the manager of the catalog entry.
GroupInCharge
Group in Charge: Name of the group in charge of the catalog entry.
Impact
Impact: When an object associated with the catalog entry is created, this is the default impact level used to calculate the priority level assigned to the object.
- Priority = Impact + Urgency - 1
DefaultUrgency
Default Urgency: When an object associated with the catalog entry is created, this is the default urgency level used to calculate the priority level assigned to the object.
- Priority = Impact + Urgency - 1
- When the recipient is associated with a VIP level or when the equipment is associated with a critical level (indicated by
in forms), the urgency level and the priority level will automatically be decremented by one.
SLA
SLA: Name of the SLA applicable to objects associated with the catalog entry, used to calculate the target resolution date.
- By default, the SLA is inherited from the parent category.
Workflow
Workflow: Standard workflow applied when the object associated with the catalog entry cannot be solved during its creation in the quick call and requires a transfer.
- By default, the workflow is inherited from the higher-level catalog entry.
Start of Availability/End of Availability: Availability period of the catalog entry.
- When the end of availability is reached, the category will automatically be archived and will no longer be available to users.
BackOfficeByDefault
Back Office by Default: This is used to indicate whether the catalog entry is the default one (box is checked) or not (box is not checked) when creating a quick call.
- The catalog must belong to the domain (or lower-level domain) of the logged-in user.
If this option does not appear in the catalog, you can add it manually by switching to edit mode in a form. It is available in the SD_REQUEST table > DEFAULT_REQUEST_BO field.
Note
Note: Comments on the catalog entry. You can also add images or tables using HTML tags.
Attachments
Attachments
Attachments: List of documents associated with the current catalog entry.
- Update: Click
in this tab. - To cancel an existing link:
History of Changes
HistoryOfChanges
History of Changes: List of all modifications made to the form of the current catalog entry.
- The fields taken into account are defined using rules in the history of changes accessible in Administration > Parameters > History Management.
Procedure and Wizards
How to create an entry in the catalog
Step 1: Create the catalog entry
1. Select References > Catalogs > Case Catalog in the menu.
2. Click + New.
3. Complete the information required.
4. Click Finish.
The form will be created.
Step 2: Check that the new catalog entry works correctly
1. Enter a new quick call associated with the new catalog entry.
2. Check that the new case automatically inherits the information of the catalog entry.
- If you selected the Back Office by Default option for the catalog entry, check that the category is automatically selected when creating the quick call (Note: Only if the conditional form presentation called Creation of a case was defined as the conditional form presentation to be used for new quick calls.
See the procedure).