How to open Service Catalog for a new request in Agent Workspace?

[Joaquin Campos]

Dear community,

How to redirect to the Service Catalog when creating a new request from Agent Workspace?

I'm currently setting up Agent Workspace and I've already configured the new records in the menu, so now I can create a request among the other options:

But in order to configure it, I just need to enter the table:

So when I click on it, instead of opening the service catalog, it opens directly the request form:

I've already read this article to create a service request from different sources, and I've managed to create a request from an incident and it worked including the script in the article but what I want to do is to create a request itself without depending on any other record and I cannot enter any script in the new record menu item configuration.

Does anyone know if this is feasible and how I could do it?

Thank you in advance:

Joaquín

[gjz1]

Hi Tony, 

Yes, that's correct, the documentation isn't accurate.  I'm trying to set up Agent Workspace in Madrid and the instructions to navigate to Service Catalogs > Portal Catalogs isn't correct.  I don't have Portal Catalogs and can't find anything similar.  At this point I don't know how to hook up the service catalog to agent workspace.

Thanks, greta

[Joaquin Campos]

Hi Tony,

It works when there's a parent ticket but not without it. I confirmed it with ServiceNow. Their answer was that it should be end users the ones opening Service Requests and not Service Desk team.

Hope it helps:

Joaquín

[Bidduam]

So there is a way to see the Service Catalog as you would through a Service Portal, within the Agent Workspace in Madrid, however it's sort of hidden / a pain to get to:

1. You need to go to an open existing incident (anyone at all, it doesn't matter, just an incident)
2. Then you click on the  on the right of the incident form.
   
   
3. A menu will come up - choose "Create Request"
   
4. This will then show you the same Service Catalog view as what you would get on the Service Portal and you can choose an item to request.
   
   
   
5. Fill in the normal form.
   

It's not a real fast way to get to the service catalog, but you can get there through the Agent Workspace.

I have a question on the forum for anyone who is able to show me how to add a link directly to the service catalog in the Agent Workspace?

[Mitchell Moses]

This doesn't work for me in my instance. Any reason you could think why?

[Alfonso Perez]

Although this solution works, I thing there should be a way to ask for a Request or at least for a Item - Catalog Item - from the Agent Worspace - new record.

Simillar issue I'm having trying to ask for a standard change, I can't launch the standard change catalog from the Agent workspace. Does anyone have an Idea on how to do it?