Configure catalog items for a service definition

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • After creating a service definition, you can associate one or more catalog items with the definition.

    Before you begin

    Role required: sn_csm_case_types.service_definition_manager, sn_csm_case_types.service_definition_admin, or admin

    About this task

    A catalog item is a product or service that is available within a service catalog. A record producer is a specific type of catalog item that enables users to create task-based records.

    From the Customer and Consumer Portals, end users can select available services from the Services portal widget. Selecting a service displays the record producer associated with the service definition. Submitting the record producer creates a case of the correct case type.

    A variable set for service definitions is available with the Customer Service Case Types plugin (com.snc.csm_case_types). This variable set populates the service definition based on the product and/or service selected on the record producer.

    Procedure

    1. Navigate to All > Customer Service > Administration > Service Definitions.
    2. Select a service definition.
    3. In the Catalog Service Relationships related list, select New.
      The system displays a new Catalog Service Relationship record. The Service definition field is auto-filled with the name of the selected service definition.
    4. Select a catalog item in the Catalog Item field.
    5. Select Submit.
      The catalog item is added to the to the Catalog Service Relationships related list.