Service catalog integration with the Customer and Consumer Service Portals

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Service catalog integration with the Customer and Consumer Service Portals

    This integration enables users with thecustomer administrator role (sncustomerservice.customeradmin)to associate service catalogs with Customer and Consumer Service Portals. It facilitates the display and management of service catalog items in these portals, enhancing the request management experience for customers and consumers.

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    Key Features

    • CSM Catalog Page: Serves as the primary landing page for catalog items on Customer and Consumer Service Portals. All request items on these portals are either service catalog items or record producers. This page is accessible under Service Portal > Pages with the ID csmsccatitem.
    • CSM Catalog Item Widget: Handles catalog item submission and redirection logic. It listens for the submission event and redirects users based on the presence of a parent request or a record producer redirect URL, typically sending users to the ticket page or a specified URL. The widget supports internal and external roles.
    • Page Route Maps: Essential for new Service Portals to ensure correct URL redirection from generic catalog item pages to the appropriate CSM catalog item pages. Separate route maps exist for the Customer Service Portal and Consumer Service Portal to manage this redirection seamlessly.
    • Portal Settings for Catalog Items: Administrators can control UI elements such as the visibility of the Submit/Add to Cart buttons, Quantity, Delivery Time, Add to Wish List, and attachments on catalog items. These settings are managed via the Service Catalog > Catalog Definitions > Maintain Items section, allowing customization of how catalog items appear and behave in the portals.

    Key Outcomes

    • Improved user experience on Customer and Consumer Service Portals by displaying service catalog items effectively.
    • Flexible submission and redirection workflows tailored to catalog item types and request contexts.
    • Enhanced control over catalog item presentation and interaction elements, ensuring the portal aligns with organizational requirements.
    • Streamlined integration between service catalog and customer service management request workflows, supporting efficient case creation and tracking.

    Users with the customer administrator role (sn_customerservice.customer_admin) can associate a portal with a service catalog.

    The following catalog pages and widgets are provided as part of the Customer Service with Request Management integration.

    For more information, see Associate a portal with a catalog.

    CSM Catalog page

    The CSM Catalog page is the display page for catalog items on the Customer and Consumer Service Portals. This page serves as the landing page for any service catalog item exposed on a CSM portal. All request items exposed on the CSM portals are either service catalog items or service catalog record producers. Navigate to Service Portal > Pages to view this page.
    • Page ID: csm_sc_cat_item
    • Update name: sp_page_7ea80b123bb31300bfe04d72f3efc4b7
    • Available to roles: snc_internal, snc_external

    CSM Catalog Item widget

    This widget handles the redirection logic on submission of the catalog item and embeds the default catalog item widget. This widget listens to event $sp.sc_cat_item.submitted. On submission of a catalog item, it handles the portal redirection logic based on the page_id and the catalog portal URL. When there’s no parent set in the Requests (sc_request) table, the URL is redirected to the default service portal ticket page. If a record producer has a redirect URL, this widget uses the redirect URL from the record producer instead of redirecting to the ticket page.
    • Widget ID: csm-sc-cat-item
    • Update name: sp_widget_ec837c713bbb1300bfe04d72f3efc4d1
    • Available to roles: snc_internal, snc_external

    Page route map

    It’s important to set up a page route map for any new Service Portals to handle the redirection to the Case ticket page. The redirection is based on the logic described in the CSM Catalog Item widget.
    • CSM Catalog item page route map: For the Customer Service Portal, this page route map routes the URL redirect from the sc_cat_item page to the csm_sc_cat_item page.
    • CSP Catalog item page route map: For the Consumer Service Portal, this page route map routes the URL redirect from the sc_cat_item page to the csm_sc_cat_item page.

    Portal settings for catalog items

    Once the catalog items are defined, visibility of the Submit/Add to Cart button can be controlled by navigating to Service Catalog > Catalog Definitions > Maintain Items, selecting the desired item, and enabling or disabling the fields in the Portal Settings form section.

    Table 1. Maintain Items Portal settings fields
    Field Description
    Request method Select Order, Request, or Submit as the type of catalog item.
    Hide ‘Add to Cart' Enable if the Add to Cart button should be disabled for the catalog item.
    Note:
    The Add to Cart button isn’t currently supported on the Customer Service Portal or the Consumer Service Portal.
    Hide Quantity Enable if the Quantity of the catalog item should be hidden.
    Hide Delivery Time Enable if the Delivery Time of the catalog item should be hidden.
    Hide ‘Add to Wish List’ Enable if the Add to Wish List button for the catalog item should be hidden.
    Hide Attachment Enable if the attachment of the catalog item should be hidden.