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

Joaquin Campos
Mega Sage

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:

find_real_file.png

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

find_real_file.png

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

find_real_file.png

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

1 ACCEPTED SOLUTION

sachin_namjoshi
Kilo Patron
Kilo Patron

Opening service catalog from Agent work space is not yet supported on Madrid platform.

You will have to wait till Newyour or later release for this feature.

 

Regards,

Sachin

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17 REPLIES 17

I agree.  Our Help Desk takes a lot of calls from people who for whatever reason are unable to create a Request so they do it for them.  They should be able to create a request without having to create an incident first.

Joaquin Campos
Mega Sage

Hi all,

We recently upgraded to Orlando.

I managed to create a service request from workspace referring to sc_cat_item table, not sc_req_item nor sc_request. That way, when you click on new record, the catalog is open and you can select the item that you need (to do that you need to configure at least one service catalog in agent workspace).

On the other hand, I found a way to select the type of change that you want to create. You need to click on "New" button from Changes list and then a pop up is displayed in the screen to select the type of change (including standard changes):

 

find_real_file.png

Hope it helps!

 

Joaquín

Thanks Joaquin, this was really useful hack

Did you have to add any roles to start a new record on the  sc_cat_item table? My admin account can see and submit a catalog item in the workspace with it, but my ITIL users can't see the new catalog item option. 

Hi Winston,

 

Indeed, in the standard solution you're required to have catalog admin role to create catalog items. In my case I updated following ACL including ITIL role as well and it worked:

 

find_real_file.png

Hope it helps!

 

Joaquín