Create a catalog request in Agent Workspace

You can create a catalog request in Agent Workspace to join the Service Catalog flow from a different flow. For example, from an incident flow, you can create a request, and associate the request with the incident. It helps you in tracking the requests associated with an incident and vice versa.

Before you begin

Role required: itil

You can create a catalog request in Agent Workspace to join the Service Catalog flow from a different flow. For example, from an incident flow, you can create a request, and associate the request with the incident. It helps you in tracking the requests associated with an incident and vice versa.

• To associate a request with any parent table record, the corresponding mapping configuration should be available in the Catalog Administration > Request Parent Mapping submodule.
• To associate a record producer request with the parent table record, retrieve the sysparm_parent_sys_id and sysparm_parent_table parameters from the URL using the RP.getParameterValue() method in the Script field of the record producer.
• For the Create Request UI actions in workspace on the Interaction [interaction] table, the field values should be as follows:
  • Workspace Client Script:

    function onClick() {
        var result = g_form.submit('sysverb_ws_save');
        if (!result) {
            // failed form submission 
            return;
        }
        result.then(function () {
            var params = {};
            params.sysparm_parent_table = "interaction";
            params.sysparm_parent_sys_id = g_form.getUniqueValue();
            g_service_catalog.openCatalogItem('sc_cat_item', '-1', params);
        });
    }

• For the Create Request UI actions in workspace on the Incident [incident] table, the field values should be as follows:
  • Condition: current.incident_state != global.IncidentState.CLOSED && gs.hasRole("itil")
  • Workspace Client Script:

    function onClick() {
        g_form.submit('sysverb_ws_update').then(function () {
            var params = {};
            params.sysparm_parent_table = "incident";
            params.sysparm_parent_sys_id = g_form.getUniqueValue();
            g_service_catalog.openCatalogItem('sc_cat_item', '-1', params);
        });
    }

Procedure

1. Initiate a catalog request using any of the following options.

   Option	Steps
   From an incident using the Create Request UI action	From the List panel, select an open incident. In the Details tab, from the More UI Actions menu, select Create Request. The Service Catalog categories page is displayed with available categories. Navigate to a catalog item, order guide, or record producer that you want to order. Note: You can only order items from the catalogs that are accessible.
   From an incident using Agent Assist	From the List panel, select an open incident. In the Details tab, click the Toggle Sidebar. From Agent Assist in the contextual sidebar, search for the catalog item, order guide, or record producer that you want to request. Click Order.
   From an interaction record	Select Add New > Interaction. From the More UI Actions menu, select Create Request. The Service Catalog categories page is displayed with available categories. Navigate to a catalog item or order guide that you want to order. Note: You can only order items from the catalogs that are accessible.

2. Click Order Now.
   The Order Confirmation window is displayed.

   Note:

   The value in the Request for field is set by default depending on where the request is created:

   • If the request is created from an incident, the value is set to the person who called in the incident.
   • If the request was started from an interaction, the value is set to the person with whom the interaction is happening.
3. Optional: Specify the Delivery Information and Special instructions.
4. Click Checkout.
   The request is created and associated with the parent incident.
5. Click Close.
6. Optional: To view the created request, click View Details.