How to Create a Request Offering

Updated: May 13, 2016

Applies To: System Center 2012 SP1 - Service Manager, System Center 2012 R2 Service Manager, 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 in System Center 2012 – Service Manager. 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 who have been assigned a user role 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 procedure to create a request offering.

To create a request offering

1. In the Service Manager console, select Library.

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

3. In the Tasks pane under Request Offerings, click Create Request Offering to open the Create Request Offering Wizard.

4. On the Before You Begin page, read the instructions, and then click Next.

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 Browse to an image file, or leave the default selection.

   3. In the Description text box, type a short description that describes 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.

   4. Under Select template, select Service Request, and then in the Select Template dialog box, select a template that you created previously for a service request. For example, select the Request Membership to Group template, and then click OK.

   5. Next to Management pack, select an unsealed management pack of your choice, and then click Next. For example, if you previously created the Sample Management Pack, select it.

6. On the User Prompts page, enter questions for users or define other instructions which will appear in 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.

   5. Click Next.

7. On the Configure Prompts page, configure prompts to constrain user input to ensure that users provide the information required to fulfill their requests 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 used 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, select 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, and then select Add user-selected objects as affected configuration items.

   10. Click Ok to close the Configure Instance Picker dialog box, and then click Next.

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 the justification to 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.

   3. Click Next.

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

10. Optionally, on the Publish page, you can set publishing information, and then click Next.

11. On the Summary page, review the information, and then click Create.

12. On the Completion page, click Close.

Using the Service Catalog in System Center 2012 - Service Manager