Administration → Configuring SRC → Configuring SRC → Configuring the Catalog View → Defining Service Requests
Service requests use SBM projects as an entry point to IT services.
To add a service request:
Select to show the service request to users. If this check box is cleared, the service is hidden and can only be seen by administrators. Icons for hidden services are noted with a blue circle.
Select this option to show a service request for the overview page for a container. If this option is cleared, the service is shown only when users select a category within a container.
|Process App||Choose the process app that contains the project to submit into.|
Select the project to submit into. Projects used by another service request cannot be selected.
You can modify and create projects directly. Select Open Project to open the selected project in SBM Application Administrator. Select Add Project to open SBM Application Administrator, navigate to the appropriate process app and parent project to add a new sub-project. After you add the project, click to refresh the project list.
|Submit Form||Select a submit form to override the submit form
selected for the project. The form can either be in the selected process app or
in a process app that has forms that reference the primary table, such as the
forms contained in the
Starter Pack Forms
|Close on submit||Select this check box to close the form after
users submit a request.
Clear this check box to present the submitted request to users so they can view it and act on it as needed.
|Type||Select an default item type for the request. Available tem types are based on the project that you selected.|
|Title||Enter text that will be pre-populated in the
Title field of the request.
Note: The name of this option depends on the display name of the system Title field in your process app.
|CI Service||Select the service configuration item (CI) that you want to associate with the service request. This field is visible if the SSM - Configuration Management System process app is deployed. Values are active CIs. For details, refer to Creating a Service as a CI.|
|Show SLA Summary||Select this check box to show the SLA summary when users view service request details.|
Enter the level of service that users should expect. If the project has SLAs defined, users will see a list of defined SLAs and their descriptions instead of the text entered here. See Defining SLAs for more details on defining SLAs for a project.
|Override SLA Summary||This option is available when the selected service project has SLAs defined. Select this check box to override the SLA defined for the project.|
|Alternative SLA Summary||Provide alternative SLA information. The SLA summary defined for the project will not be shown to users.|
If you select Show external web page, enter the URL. Choose whether to display the link in SRC or in a new window. Optionally, you can add an SLA summary.
To edit, clone, or delete a service request:
For details on localizing service request names, descriptions, summaries and other properties, refer to Localizing SRC Strings.
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