Request offerings are items or actions that you can make available to users through the service catalog. You usually collect request offerings in groups termed service offerings. You can publish service offerings and request offerings to the Self-Service Portal. To give users access to these service and request offerings, you need to assign them to Service Manager user roles that are associated with a catalog group that contains these items.
To create a request offering, perform the following steps:
1. In the Library workspace of the Service Manager console, expand the Service Catalog node, click the Request Offerings node, and in the Actions pane, click Create Request Offering.
2. On the Before You Begin page of the Create A Request Offering Wizard, click Next.
3. On the Create Request Offering page, shown in Figure 1, provide the following information:
FIGURE 1 Create request offering
- Title Use this to specify the name of the request offering.
- Image Allows you to associate an image with the request offering. This image will be present with the request offering in the Self-Service Portal.
- Description Use this to provide a description of the request offering. This description will be present with the request offering in the Self-Service Portal.
- Template Use this drop-down menu to select an existing service request template.
- Management Pack Use this option to specify an unsealed management pack in which to store the request offering.
4. On the User Prompts page of the Create Request Offering Wizard, shown in Figure 2, provide prompts that users can respond to when accessing the request offering.
FIGURE 2 Configure user prompts
You can configure the following prompt types:
- Date
- Decimal
- File Attachment
- Integer
- MP Enumeration List
- Query Results
- Simple List
- Text
- True/False
5. On the Configure Prompts page, you specify additional required information to assist the user in providing information to the prompts. For example, if you specified one of the prompts as a simple list, you would create the list options that the user would be able to select from as shown in Figure 3.
FIGURE 3 Configure lists
6. On the Map Prompts page, associate the prompts with the service request template. The prompts required will depend on the service request template.
7. On the Knowledge Articles page, you can specify knowledge articles that will appear with the request offering in the Self-Service Portal. This allows you to associate useful documentation with the service offering. For example, you might associate a knowledge article listing the top problems submitted as service requests by users and their solutions.
8. On the Publish page, shown in Figure 4, you can configure whether the Offering Status is Published, and the Offering Owner.
FIGURE 4 Publish settings
9. The Summary page provides summary information about the request offering. The completion page will confirm the creation of the request offering.
You can configure a request offering’s status to either Draft or Published. A request offering assigned the draft status won’t be available to the service catalog and cannot be requested by users. Setting a request offering’s status to Published will make it appear in the catalog to users that have been granted access to the catalog item group that has the request offering as a member.
