Create a catalog item using a template

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 5 minutes to read

    • Make an item available in service catalog for catalog item requests.

    Before you begin

    Role required: catalog_builder_editor, catalog_admin, or admin

    About this task

    You must create a catalog item using one of the available catalog item templates.

    Procedure

    1. Navigate to All > Service Catalog > Catalog Builder.
    2. Select the Dashboard tab and click Create a new catalog item.
    3. Review the steps involved in the creation process and click Continue.
    4. Select a template from the list and click Use this item template.
      Note:
      • After you select the template, the preview of this template is available.
      • You can only view templates assigned to you.
      • Based on the template configuration, during the item creation or editing, few attributes have pre-specified values, are not editable, have limited options to select, and are mandatory.
      • When selecting a record submission table for record producers, you can only select tables in that scope.
    5. Based on how each step is defined in the template, specify the required information.
      Table 1. Catalog builder steps
      Step Description
      Details
      • Basic info: Item name and short description.
      • Item details: Description of the item.
      Destination Destination table in which a record producer creates records.
      Note:
      This step is available when using a record producer template.
      Location

      Catalogs, categories, and topics that the item can belong to.

      You can only view the catalogs, categories, and topics specified in the template.

      Configure catalogs and categories to make the catalog item discoverable on the Service Portal.

      In the Topics card, select taxonomy and its associated topics for a catalog item to make the catalog item discoverable on the Employee Center.
      Questions Question sets (variable sets) or questions for the item. By default, the question sets included in the template are added and cannot be removed.

      Available question types are restricted to those specified in the template.

      From the Insert new question list, you can include additional question sets, questions, deactivated questions, single-column container, two-column container, and line break. For information on creating a question and supported question types, see Create a question for a catalog item in Catalog Builder.

      You can also add dynamic form behavior for a question. For information on adding dynamic form behavior, see Edit a question in Catalog Builder.

      Note:
      • The questions within a question set cannot be edited. The question sets can be reordered by dragging and dropping them.
      • Question sets specified in the template cannot be removed, while the ones added by the user can be removed.
      • Removal of question sets simply removes the association with the item and does not delete the question set.
      • A single-column question set can be added to a single-column or a two-column container. Two-column question set cannot be added to a container.
      • The questions for a catalog item are available as options on which a condition can be applied for a step when you create service fulfillment steps for that catalog item.
      Settings

      Settings to configure the catalog item behavior in portals, such as Employee Center and Service Portal based on the request method.

      For example, you can determine whether to display buttons or options for adding attachments, making them mandatory, or saving the draft of the items while requesting them.
      Access User criteria to specify users for whom the item is available or not available.
      Note:
      You can add up to a maximum of 50 user criteria.
      Fulfilment Flow or workflow that you want to associate with this item. It defines how this catalog item can be fulfilled.

      When a catalog item is associated with a Flow Designer flow that supports service fulfillment steps, the catalog item owner creating the item can configure steps within the flow.

      By default, the Step based request fulfillment flow is available in the base system.

      For information about defining service fulfillment steps, see Define a service fulfillment step.

      For information about Flow Designer flows, see Flows.
      Review and submit Review the item and submit it.
      Note:
      A dot beside the step name indicates it has a mandatory field.
    6. To save your changes in each step, click Save.
      All edits to the item attributes are automatically saved when you navigate to the next step.
    7. To preview a catalog item in Portal, Now Mobile, or a Virtual Agent conversation, click Preview.
      Note:
      When you preview an item, you can interact with it but not submit it.
      1. To preview the item in Portal, select Portal for the View within field.
        Note:
        Portal preview is based on portal URL configured for the catalog builder.
      2. To view an item representation in Now Mobile, select Now Mobile for the View within field.
      3. To preview a catalog item in a Virtual Agent conversation, select Virtual Agent for the View within field.
        The Service Management Virtual Agent Topic Blocks plugin (com.glideapp.cs.sm_topic_blocks) and one of these plugins must be installed.
        • Glide Virtual Agent (com.glide.cs.chatbot)
        • Glide Virtual Agent Lite (com.glide.cs.chatbot.lite)
        A Virtual Agent conversation whose sys_id is specified in the glide.sc.builder.va_preview_topic_id property is opened. By default, the property has the sys_id of the base system Catalog builder preview topic. For information about this topic, see Catalog builder preview topic conversation. If the base system topic is used, the following scenarios are possible:
        • If the item is supported in the conversation mode, you can preview the item in the Virtual Agent conversation by answering the questions but cannot submit a request for the item. For information about when a catalog item is supported in the conversation mode, Service Catalog topic blocks in Virtual Agent powered by NLU.
        • If the item is not supported in the conversation mode, a link is provided for the portal preview of the item.
        • When the required plugins are not installed, an illustration displaying a sample conversational experience for the catalog item submission appears.
      4. To open the preview in a new tab, click Open preview in a new tab.
        Note:
        When you make any changes to the item and save it, the preview is dynamically refreshed in the opened tab.
    8. To delete an unpublished draft item, click Delete.
      Note:
      You cannot delete a published item but can make it inactive.
    9. Click Submit.
      Note:
      Until you submit the item, it is in the Draft state and is not available in the catalog.