Default Catalog for Creating a Request in Agent Workspace

[terrieb]

We have staff using the Agent workspace more often now and was asked a question I need an answer for.

When they click on the Request page and hit the "New" button, the default is the Service Catalog.  However, they would prefer it to be the "All Catalog Items" catalog instead which contains all catalog items from both the Technical and Service Catalog.

I looked in the Interaction Table - Create Request - and found this script below:

Is there where I change the default or is it somewhere else?

Thanks!

[Thomas Mueller2]

Hi,

did you find any solution I have the exact same requirement.

How can I preselect another catalog instead of 'All'?

[terrieb]

Unfortunately the "solution" I did was to add all catalog items in the service catalog but those that were only for internal use (from the technical catalog) I put a restriction on the individual catagories so only those with itil role saw those, no one outside.

As an example, I have a Category called "Internal Access Request" with a few catalog items in there.  I put a restriction on the Category, not the Catalog items so it affects all catalog items within that catalog:

Available for:  users with the itil role

No available for:  users with the snc_external role

Make sense?

[Thomas Mueller2]

Makes sense in your case. Why I want to do that is to force a specific catalog during Incident Management. For example I dont want Technicians to start a Hardware Order from an Incident - they should do it from ESC only. During Incident Managent I only want the 'Service Catalog' with dedicated items to it.

[SN Arch Guy]

For the newer Service Operations Workspace, you can add your catalog to the m2m_sp_portal_catalog table per Assign Service Catalog to a workspace. I wasn't able to do it from the described menu item, but was able to add an entry from the table's list view.