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How to Edit a Service Offering or a Request Offering

Updated: November 1, 2013

Applies To: System Center 2012 - Service Manager, System Center 2012 R2 Service Manager, System Center 2012 SP1 - Service Manager

In System Center 2012 – Service Manager, request offerings are catalog items that describe the item, assistance, or action that is available to end users in the service catalog. Request offerings are normally placed in logical groups of service offerings. Both service offerings and their request offerings are available to Self-Service Portal users, when the status of the offerings is set to Published and if end users have been assigned a corresponding Service Manager user role. Only users that have been assigned a user role that is associated with a catalog group that contains catalog items can use the Self-Service Portal to access the service catalog.

You can use the following procedures to edit a service offering or a request offering.

To edit a request offering

  1. In the Service Manager console, select Library.

  2. In the Library pane, expand Service Catalog, expand Request Offerings, and then select All Request Offerings.

  3. In the All Request Offerings list, double-click the request offering that you want to edit.

  4. In the Edit Request Offering form, you can edit information on the following pages:

  5. On the General page, complete these steps:

    1. In the Title box, type a title for the request offering. For example, type Access to Active Directory group.

    2. Optionally, next to Image, you can either click Browse to find an image file or leave the default selection.

    3. In the Description text box, type a short description that will describe the request offering that will appear on the Self-Service Portal page. For example, type Use this request offering to request membership to an Active Directory Group.

  6. On the User Prompts page, enter questions for users or define other instructions that will appear on the Self-Service Portal when a user submits a request by completing the following steps:

    1. In the Form instructions box, type a summary of the information that the user must provide for the request. For example, type Provide the information below to request membership to the Active Directory Group

    2. Under Enter prompts or information text, click Add; in the User Prompts or Information box, type Enter your cost center; in the Response Type list, select Required; and in the Prompt Type list, select Integer.

    3. In the second Enter Prompts or Information box, type Select the list of Active Directory groups that you need access to; in the Response Type list, select Required; and in the Prompt Type list, select Query Results.

    4. In the third Enter Prompts or Information box, type Enter your justification for this request; in the Response Type list, select Required; and in the Prompt Type list, select Text.

  7. On the Configure Prompts page, configure prompts to constrain user input to ensure that users provide the information necessary to fulfill their request by completing the following steps:

    1. Select the Enter your cost center prompt, and then click Configure.

    2. In the Configure Integer Control dialog box, select Limit integer range, set the Minimum Value to 1000, set the Maximum Value to 6999, and then click OK to close the dialog box.

    3. Select the Select the Active Directory groups that you want access to prompt, and click Configure to open the Configure Instance Picker dialog box.

    4. In the Configure Instance Picker dialog box in the Frequently user basic classes list, select All basic classes; in the filter box, type Active; and then select Active Directory Group.

    5. Click the Configure Criteria (optional) tab; in the list of properties under User, select Department; and then click Add Constraint.

    6. In the Criteria box, click Department equals; in the Set Token list, click Select token; and then click 1. Enter your cost center: Integer.

    7. If the condition is not set to equals, select equals.

    8. Click the Display Columns tab, and then select Display Name, Department, and Last Name.

    9. Click the Options tab, select Allow the user to select multiple objects, select Add user-selected objects as affected configuration items, and then select Add the requesting user to the list of Active Directory group in the impacted configuration items (Manual Activity).

    10. Click Ok to close the Configure Instance Picker dialog box.

  8. On the Map Prompts page, associate prompts with various fields of a service request or its activities, depending on the complexity of the form and the extension of the class that you have made. Complete the following steps to associate a justification with the review activity:

    1. Select Approval for the user requesting membership to the Active Directory group – (Review Activity).

    2. Next to Description, select the box under Prompt Output, and then in the list, select 3. Enter your justification: String.

  9. Optionally, on the Knowledge Articles page, you can select a knowledge article to associate with this request offering.

  10. Optionally, on the Publish page, you can set publishing information.

  11. Click OK to close the Edit Request Offering form.

To edit a service offering

  1. In the Service Manager console, select Library.

  2. In the Library pane, expand Service Catalog, expand Service Offerings, and then select All Service Offerings.

  3. In the All Service Offerings list, double-click the service offering that you want to edit.

  4. In the Edit Service Offering form, edit information on the following pages.

  5. On the General page, complete these steps:

    1. In the Title box, type a title for the service offering. For example, type Access Services.

    2. Optionally, next to Image, you can either click Browse to find an image file, or leave the default selection.

    3. In the Category list, select a category that will be the group for this service offering. For example, select Access and Security.

    4. In the Language list, either leave the default selection or select a language.

    5. In the Overview text box, type a short overview that will describe the service offering that will appear on the Self-Service Portal home page. For example, type Access to AD Group, Access to Labs.

    6. In the description box, type a description that will appear on the service offering page on the Self-Service Portal.

  6. On the Detailed Information page, complete these steps:

    1. In the Service level agreement information box, type a summary of the service level agreement (SLA) information. For example, type The SLAs for these requests range from 1-2 business days. For more information, click the link below.

    2. In the first Link for additional information box, type a hyperlink that users can click to view additional information about the SLA for this service offering.

    3. In the Cost information box, type a summary of any costs associated with requests that will be grouped in this service offering.

    4. In the second Link for additional information box, type a hyperlink that users can click to view additional information about any costs associated with requests that will be grouped in this service offering.

  7. Optionally, on the Related Services page, add related business services associated with the service offering.

  8. Optionally, on the Knowledge Articles page, add related knowledge articles associated with the service offering.

  9. Optionally, on the Request Offering page, add related request offerings associated with the service offering.

  10. On the Publish page in the Offering status list, select Published, and then set the Offering owner to yourself.

  11. Click OK to close the Edit Service Offering form.

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For additional resources, see Information and Support for System Center 2012.

Tip: Use this query to find online documentation in the TechNet Library for System Center 2012. For instructions and examples, see Search the System Center 2012 Documentation Library.
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