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CA Service Management - 14.1
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Add or Update Services

Last update December 21, 2017

This article contains the following topics:

Service designers create or update services. They do so by grouping service option groups together as a single service that users can request from the catalog.

Follow these steps:

  1. Click Catalog, Service Offerings.
  2. Expand the tree and select the folder in which you want to manage services.

    Note: To add a folder at the top level (root folder), click Add and name the new folder.
  3. Perform one of the following actions in the selected folder:
    • Create a service by clicking Add and naming the new service.
    • Edit a service by selecting it and updating its fields.
  4. Complete the fields on the Details tab for the service.

    Note: This step and the remaining steps apply only if you are adding or updating a service.

  5. Click the Permissions tab, and set permissions for the service.
    Each role and group (if applicable) receives the access rights that you specify to the new service.
    Only if a role or group has permission to access the folder, the associated users can perform the following actions:
    • View the service in the catalog.
    • View, request, and subscribe to the service.
    • Access this service through searches and web service calls.
  6. (Optional) Click the Related Offerings tab, and perform the following tasks:
  7. (Optional) Set Featured and Related Services.

Service Details Tab

When you add or edit a service, you complete the fields on the Details tab for the service.

The following fields on the Details tab for a service require explanation.

  • Image
    Assigns an image to a service.
    To select the new image from the USM_HOME\FileStore\images\offerings folder, click the existing image.

    Important! The folder name FileStore is case-sensitive. Therefore, use the correct case in path names and all other programmatic references.

    The recommended size for an image is no larger than 48 x 48 pixels. However, the size of an image for a featured service is fixed at 32 x 32 pixels. So, the image is reduced or enlarged to 32 x 32 pixels, regardless of its original size.
    If you make this service a featured service, verify that the image is legible when viewed at 32 x 32 pixels. If you add images to several services in the same folder, verify that the sizes of the images are compatible. Verify that the images blend together to form a balanced layout that aligns with the Featured Item header.

  • Service ID
    (read-only) Specifies the object ID of the service.

    Note: As part of importing or exporting objects using IXUtil or content packs, you specify the Service ID explicitly.

  • Name and Description fields
    Specifies the name and description of the service for catalog users. You can optionally localize these fields for use in a multilingual catalog.
  • Code
    Specifies the text value to represent the product code, subscription code, SKU number, or any other applicable value.
  • URL Info
    Specifies an external URL for more information about the service. For example, a service for a new laptop can include the URL to the manufacturer specifications page for the laptop.
  • Date fields
    The dates and times that you view and specify are based on the time zone on the CA Service Catalog server. These values can be different from your local time zone.
    The dates that you enter in any of the following fields affect the availability of the service to catalog users:
    • Available On
    • Unavailable After
    • Canceled After fields
    The changes that you make to these fields take effect immediately.
    The following date fields require further explanation:
    • Unavailable After
      Specifies the date when catalog users can no longer request or subscribe to the service.
    • Canceled After
      Specifies the cancellation date for all requests for this service and all accounts with subscriptions to this service.
      On this date, these subscriptions and requests are canceled. Requests and subscriptions that are in progress are canceled immediately.
  • Business Hour
    Specifies the business hours for the service. The business hours are the regularly scheduled days and times of service. For example, Monday-Friday, 9:00 am to 5:00 pm. Business hours apply only when you use request SLAs to help measure the availability of a service. For more information, see Manage Outage Calendars.

    Note: During the time periods that the business hours define, time is monitored for the request SLA attached to a service.

  • Outage Calendar
    Specifies the outage calendar for the service. The outage calendar specifies days, dates, and times when SLA monitoring is disabled for the service. For example, weekends, holidays, and one-time outages. Outage calendars apply only when you use request SLAs to help measure the availability of a service. For more information, see Manage Outage Calendars.

    Note: During the outages that the outage calendar of the service specifies, the time is not monitored for the request SLA.

  • User Request Method
    Specifies whether users request the service by using the one-click submit method or by using a shopping cart.
    • One-Click Submit
      Allows users to request the service, using one click, without a shopping cart. This method submits a stand-alone request for the service.
      The one-click submit method is appropriate for the internal business and personnel services that are not related to shopping. Examples: Services for onboarding new employees and for setting up or accessing virtual computers.
      When you use this method for a service, users cannot include it in the same request as other services.
    • Shopping Cart
      Allows users to request this service by adding it to a shopping cart. The cart can include multiple services. The user finishes shopping, verifies the cart, and submits it. This method is appropriate for services that are related to internet shopping, typically procurement requests. Example: Requests for new hardware or software.
      A catalog user who has added services to a shopping cart without submitting it can request a one-click submit service. The request for the one-click submit service is submitted immediately as a separate stand-alone request. The shopping cart is not affected.
    • Available from mobile devices
      Enable the checkbox to raise a service request from the mobile application. 
    • Display SOG Name

      Note: This capability is available only if you have installed the CA Service Catalog 14.1.01 patch updates available on CA Support.


      Check or uncheck the checkbox to hide or display the Service Option Group name that has single or multiple options associated in an offering. This option is enabled only when you have a single Service Option Group in an offering. In case of multiple service option groups in an offering, this option is disabled or greyed out by default. Checking or unchecking this option will not alter the offering Preview. 

  • Approval Process
    Specifies the approval process to use for the service when a user requests it. This Approval Process setting does not apply to subscriptions.
    Select one of the following options:
    • System approval process
      To determine whether the request for a service requires further approval, the System approval process uses the following options:
      • The authorization level of the user requesting the service
      • The approval level of the service
      If the authorization level of the user is less than the approval level of the service, the request requires further approval. In that case, the Catalog system performs the following tasks:
      • Assigns the manager of the user to approve the request
      • Places the request in the Requests Pending Action queue of that manager
      This process repeats until the authorization level of the approver is at least equal to the approval level for the service.
    • No approval process
      Approves the service automatically.
    • Workflow Driven Approval Process
      Uses a CA Process Automation process to determine the approval process.
      The process includes the business logic to determine the approver and the number of approval levels. CA Service Catalog provides sample processes for a single level of manager approval.
      For any service, if you use this approval process with a CA Process Automation process, you can optionally use policies. In that case, the approval process proceeds the same as with Policy driven approval process, except as follows:
      • The Workflow driven approval process uses the CA Process Automation workflow engine to evaluate and implement policies.
      • Policy driven approval process uses the Catalog Policy Engine to evaluate and implement policies. This option is typically more efficient for an approval process that uses policies, because this engine is internal.
      Verify that the rules and actions are enabled for the option that you specify.
    • Policy driven approval process
      Uses policies to determine the approval process for requests. In policies, you specify conditions that are based on the attributes of service options, services, requested items, and users. If a policy is active and a submitted request meets the condition in the policy, then the following event occurs: The assignees in the policy receive a request pending action to approve, reject, or fulfill a service option, service, or request. Policy driven approval and system approval use a few common terms. Example: The level of approval refers to the authority of an approver in numeric terms. The higher the number, the greater the authority of the approver. However, in policy driven approval, the administrator assigns each approver and authority level uniquely, with no relation to system approval. If a policy does not apply to a request, the Catalog system uses the approval flow that is defined in the workflow driven approval process. Example: You are using the predefined workflow approval process and no predefined sample policy applies to a request pending action. In that case, the Catalog system assigns the request pending action to the manager of the Requested For user. If the user has no manager, then the system assigns the request pending action to the Default User for Request Actions. This user is specified in the Request Management Configuration.
  • Approval Level
    Specifies the approver Authorization Level that is required for the service. Specify these values logically and consistently to verify proper approval operations in your organization. This setting applies only if you specify System approval process or Workflow driven approval process in the Approval Process field.
  • Status on Approval
    Specifies the status of the request items in the service once the service is approved. Select one of the following options:
    • Fulfilled
    • Pending Fulfillment.
      Using Pending Fulfillment enables you to specify workflow processes that assign any additional tasks to fulfill the request, if necessary.
    This setting applies only if you specify System approval process or No approval process in the Approval Process field.
  • Sort By
    Arranges the service option groups to appear to the user according to the category you select.
    Categories include Name, Selection Type, Code, Date Created, and None. You can also select Custom - use Sort Number. This option uses the Sort Number field in the service option group details.
  • Sort Number
    Sorts the service according to the value you specify.
    This field applies only when the parent folder uses a value of Custom - use Sort Number in the Sort By field.

Define a Service

After you create a service, define it. Defining a service primarily means adding one or more service option groups and specifying which service options to include.

Follow these steps:

  1. Click Catalog, Service Offerings.
  2. Expand the tree and display the service of interest and click the Definition tab.
  3. Click Edit Offering Selection.
    • If no service option groups are already associated with this service, all service option groups appear.
      To add service options from a group to a service, select the group, expand it. Select the service options that you want to include.
    • If one or more service option groups are already associated with this service, the service options from those groups appear.
      • Expand the associated service option groups and select or remove service options for this service.
      • Click Show All to display all service option groups. Select the group that you want, and include the service options that you want in the service.
    • Verify that you have completed the following actions, as applicable:
      • Select the service options that are included in the service by default. To do so, select the check box for the service option in the Default column.
      • Select the service options that are required in the service. To do so, select the check box for the service option in the Include column.
      • Exclude any groups or service options that you do not want in the service.
  4. Save your changes and close the Service Offering Selection dialog.

You can set thresholds for QoS SLAs for request fulfillment reports. You can also set permissions as part of managing the service.

Service and Folder Inheritance

You can configure the inheritance folders and services, as follows:

  • Inherit folders and services from the catalog of one business unit to the catalog of another business unit.
  • Inherit folders and services from one part of the catalog hierarchy to another.
  • Copy a service or folder and paste it as inherited.

After you create the inherited folder or service, you can update both the parent and child (inherited) objects. The following tables list:

  • The changes to the parent that the child inherits
  • The changes to either the parent or child that break inheritance
Parent Object Change Change Inherited? Breaks Inheritance?
Folder or Service Update settings on the Details tab Y* N
Folder Add subfolders or services N N
Folder or Service Delete services or subfolders--Not permitted directly. To delete the service or subfolder, first break the inheritance by deleting the inherited service or subfolder. You can also break inheritance for a service by editing or deleting an inherited service option group or service option. N N
Service Option Group Update settings on the Details tab N N
Service Option Group Add a service option N N
Service Option Group Delete a service option--Not permitted directly. To delete the service option, first break the inheritance by editing or deleting the inherited service option. N N
Service Option Update a service option element** Y N
Service Option Add a service option element N N
Service Option Delete a service option element N N

*Your updates in the parent folder override any existing values (including any custom values) in the child folder. The only exceptions are as follows:

  • For child folders, the folder name is not changed.
  • For child services, the service name, dates, and status are not changed.

** A service option element is a part of a service option. Examples include forms, reservations, and rate elements. Service option elements appear as fields on the Service Option Details tab. When you update these fields, the Service Option Element dialog opens.

Child Object Change Breaks Inheritance?
Folder or Service Update settings on the Details tab Y or N*
Folder Add subfolders or services N
Folder Delete subfolders or services N
Service Option Group Update settings on the Details tab N
Service Option Group Add a service option N
Service Option Group Delete a service option N
Service Option Update a service option element Y**
Service Option Add a service option element Y**
Service Option Delete a service option element Y**

* For child folders, you can change the name without breaking inheritance. For child services, you can change the name, dates, and status without breaking inheritance. Any other change breaks inheritance of the folder or service details only. Inheritance of service options and service option elements is not broken.

** The inheritance of the service option is broken. Inheritance of the folder and service details remains.

Note: Inheritance applies only to the changes listed in the tables.

Set Featured and Related Services

For folders, you can specify featured services. Similarly, for services, you can specify related services. These specifications are helpful when the user viewing a service or folder considers requesting a featured or related service. Example: When you create an "onboarding" service for new employees, you can specify services for laptops and cell phones as related services. When new employees access the onboarding service in the catalog, they see summaries and links for these related services.

Follow these steps:

  1. Click Catalog, Service Offerings.
  2. Expand the tree. Perform one of the following actions for the service or folder of interest:
    • Select the folder and click the Featured Offerings tab.
    • Select the service and click the Related Offerings tab.
  3. Expand the Catalog Tree and specify one or more services, as follows:
    1. On the left side of the tree, select the box next to the service name.
    2. Next to the Selected Offerings box, click the right arrow to add the selected service to the box.
    3. (Optional) Include the children (inherited services) with the featured service. You can specify this setting individually for each featured service.
  4. Verify and save your updates.
  5. Verify that the catalog is configured to display related services, as follows:
    1. Select Catalog, Configuration, Request Management Configuration.
    2. For the Browse Catalog Layout option, specify Request View.
    3. For the Access Control: Show General Information option, specify the roles that you want to see featured services.
    4. For the Access Control: Show General Information and Selections in Catalog Item Details option, specify the same roles that you specified in the previous step.
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  1. Anonymous
    2015-10-05 08:32

    How do you allow services to be selected as featured services? because new services are not showing up to be selected as featured.

    Thanks.

    1. Rajashree Nair
      2015-10-06 03:18

      Hi,

      Thanks for your feedback. We will update the document, if required, after reviewing your query with the CA Service Catalog Development team. 

      Regards,

      CA Service Management Technical Information Services Team