Case Catalog

Last modified on 2023/07/17 16:09


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.


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.


  • 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

          Case catalog.png


Create a new item Delete an item or association with a related item

Run the New wizard at the top of the tab

Fundamentals - Form - New wizard.png

Move the cursor over the corresponding item and click Trash icon.png

Fundamentals - Form - Delete wizard.png



Description: Description of the catalog entry.

    The field is called Category for actions in workflow steps.


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.

Best Practice icon.png  To use the value in this field in a workflow step, use the system role called @Catalog Manager.


Group in Charge: Name of the group in charge of the catalog entry. 

Best Practice icon.png  To use the value in this field in a workflow step, use the system role called @Catalog Group.


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

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 Red star.png in forms), the urgency level and the priority level will automatically be decremented by one.

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: 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.

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.

   You can select the Back Office by Default option for only one catalog entry. This means that when you select this option for a catalog entry, it will automatically replace the catalog entry that was previously selected.

Best Practice icon.png  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: Comments on the catalog entry. You can also add images or tables using HTML tags.



Attachments: List of documents associated with the current catalog entry.

  • Update: Click Add icon.png in this tab.
  • To cancel an existing link: Delete icon.png

History of Changes


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. Open url.png See the procedure).



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