The service request catalog contains the list of the configuration items (CIs) with Service type provided by an organization to its employees.

Description: Description of the catalog entry.

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. 

• You can define overrides depending on the user's location in the Application Perimeter - Locations tab.

Thumbnail Picture Path: Image of the catalog entry. Click [ CHANGE ] to select it.

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

Cannot Be Requested: When an object associated with a category is created, this indicates if the catalog entry can be selected from the list of categories available (box is checked) or not (box is not checked).

Request Asset Tag: In the wizard for creating an object associated with the current catalog entry, this indicates if the Additional Information step will display equipment input fields (box is checked) or not (box is not checked).
         

• By default, the fields are not displayed.

example  Type of service requested: Installation of a memory card

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  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.

End of Announcement: Date after which the catalog entry will no longer be highlighted. 

Start of Validity/End of Validity: Validity period of the catalog entry.

• When the end date is reached, the catalog entry will automatically be archived and will no longer be proposed.
• You can define overrides depending on the user's location in the Application Perimeter - Locations tab.

CI Required: When an object associated with the catalog entry is created, this indicates if the CI is mandatory (box is checked) or not (box is not checked).

Service For Moves: When an object associated with the catalog entry is created, this indicates if the moving of the equipment should be planned (box is checked) or not (box is not checked).

Main Catalog: Name of the main catalog associated with the catalog entry.

Maximum Quantity: When an object associated with the catalog entry is created, this indicates if the maximum quantity can be requested. 

• By default, the quantity requested is 1.
• When a quantity is specified, the requested quantity must be entered and an error message will appear if it exceeds the maximum quantity.

Package Name: Software distribution package required for the processing of objects associated with the catalog entry.

Amount Charged Back: Amount charged back by the IT Department for making an object associated with the catalog entry available in its standard configuration (overheads for equipment purchase, licenses, manpower, etc.). 

• This amount does not include the monthly maintenance defined in the Monthly Rental Charged Back field or the cost of additional options. 
• You can define overrides depending on the user's location in the Application Perimeter - Locations tab.

Monthly Rental Charged Back: Monthly amount charged back by the IT Department for the monthly servicing and maintenance of an object associated with the catalog entry. 

• This amount does not include the monthly maintenance of additional options selected in the request.
• You can define overrides depending on the user's location in the Application Perimeter - Locations tab.

Note: Comments on the catalog entry. You can also add images or tables using HTML tags.

Option Management: List of options proposed for the current catalog entry. When you enter a request associated with this entry, you can select the option you want by ticking the box (1) (2), or by selecting one option out of a group of mutually exclusive options (3).

• Update: Click  in this tab.
• Each option corresponds to one catalog entry and must first be defined.
• To modify an option, click  next to it.

    List of fields:

Equipment: List of equipment to be supplied for all requests submitted in the current catalog entry.

• Update: Click  in this tab.
• You can then modify the contents of the equipment for each request.

Software: List of software to be supplied for all requests submitted in the current catalog entry.

• Update: Click  in this tab.
• You can then modify the contents of the software for each request.

Consumables: List of consumables to be supplied for all requests submitted in the current catalog entry.

• Update: Click  in this tab.
• You can then modify the contents of the consumable for each request.

Attributes: List of attributes related to the current catalog entry, corresponding to additional non-standard parameters.

Discussions: List of discussions related to the current catalog entry, which users can access based on their domain and discussion visibility.

• Enter the keywords you want in the Search field and press Enter. 
• To cancel the search criteria and return to the complete list of discussions, provided you have the relevant rights, click within the box and then click .

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

• Update: Click  in this tab.
• To cancel an existing link:

Application Perimeter - Locations: List of overrides defined for the current catalog entry depending on the user's location. Conditions specific to that location, instead of the general conditions, will apply (e.g. SLA, manager, workflow, costs, etc.).

• Update: Click  in this tab.
• Checkbox Available: Used to indicates if the entry catalog can be requested by a recipient belonging to the location (or lower-level locations) (box is checked) or not (box is not checked).

Application Perimeter - Departments: List of overrides defined for the current catalog entry depending on the user's department.

• Update: Click  in this tab.
• Only users belonging to one of the departments (or lower-level departments) can enter an object associated with the catalog entry.

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.

CI: List of configuration items (CI) listed in the CMDB associated with the current catalog entry.

Authorized Root Causes: List of root causes that can be selected when entering an intervention summary for an object associated with the current catalog entry.

• By default, all root causes defined in the reference table will be proposed when you enter the intervention summary. Complete this tab only if you want to restrict the list to specific values. If this is the case, indicate only the authorized values.