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CA Service Management - 14.1
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Manage Service Options and Service Option Elements

Last update September 11, 2015

This article contains the following topics:

Administrators (typically service designers) create, update, and otherwise manage service options, which are the building blocks of a service option group. A service option group must contain at least one service option. Similarly, each service option contains one or more service option elements.

Each service option element adds value to the service. Examples include an item that the user can request or a function to complete the request lifecycle. Examples include these elements:

  • A form element provides a form that the user completes to customize the request and to obtain fulfillment.
  • A rate element provides billing specifications for a service option.
  • A reservation element helps provide required data in a service for reserving physical or virtual computers.

Service option elements can have the following characteristics:

  • Static
    Provides fixed information about the service option.
  • Actionable
    Specifies that a request, service, or service option follows a specific approval process, fulfillment process, or both.
  • Financial
    Specifies fixed, tiered, or usage-based rates. You can optionally link these rates to budget and planning functions.

You create, edit, and delete service options as part of managing service option groups.

When you create or edit a service option, you complete the fields on the following tabs, as applicable:

After you finish creating a service option, click the Preview tab to see how it appears to users in the catalog. If necessary, update the service option after you preview it to achieve the results you want.

Policies and Actions Tab

You create global policies and global actions for general use with any service. In contrast, you create attached policies and actions for use with one or more specific service options only. You attach these policies and actions to each service option individually. You can create an attached policy or action only from the Policies & Actions tab of that service option. After you create an attached policy or action for that service option, you can optionally attach that policy or action to another service option. However, you cannot change an attached policy or action into a global policy or action. Similarly, you cannot change a global policy or action into an attached policy or action.

Note: On the Policies and Actions tab, you can use the link to access CA Process Automation.

By default, CA Service Catalog evaluates all global policies and all events, rules, and actions (global actions only) for every requested service. However, for individual service options, you can replace this default behavior. From the Policies & Actions tab of a service option, you can specify that the Catalog system apply the following specifications to that service option:

  • For policies, one of the following options:
    • Global policies only
    • Attached policies only
    • Both global and attached policies
  • For actions, one of the following options:
    • Global actions only
    • Attached actions only
    • Both global and attached actions

Important! Applying policies or actions at both the service and service option levels could produce conflicting, unintended, or unpredictable results. Use attached actions and policies only if you are using a discrete request life cycle that includes discrete approval of service options. This precaution helps avoid the unintended application of policies and actions at both the service and service option levels.

Service Option Element Options Window--Options Tab

Several fields appear on the Options tab of the Service Option Element Definition dialog. These fields apply to all service option elements.

  • Change to Take Effect
    Applies only if the Catalog Configuration item named Default Effect of Service Option Element Changes is set to Allow User to Choose. For more information about Catalog Configuration settings, see the Catalog Configuration section.
    If applicable, this option appears when you create or update service options in a service option group that is already defined in a service. The setting for this field applies to all updates that you make to other fields on this tab.
    Select an option from the following list and specify when the changes take effect for existing subscribers or requesters:
    • Beginning of Accounts' Current Billing Period - No Audit Trail
      The change takes effect retroactively to the beginning of the current billing period for existing subscribers or requesters.
    • Beginning of Accounts' Current Billing Period
      The change takes effect retroactively to the beginning of the current billing period for existing subscribers or requesters.
    • Beginning of Accounts' Next Billing Period
      The change takes effect at to the beginning of the next billing period for existing subscribers or requesters.
    • Immediately during Accounts' Billing Period
      The change takes effect immediately for existing subscribers or requesters.
    • Specify a Future Effective Date
      The change takes effect for existing subscribers or requesters on the date specified.
  • Code
    Specifies user-specified text value to represent the product code, subscription code, SKU # or any other applicable code.
  • URL Info
    Displays a clickable URL with the service option element to the requesting or subscribing user.
  • Display Type
    Specifies how the service option element appears in the request, subscription, and invoice (if Service Accounting Component is installed). This setting allows you to hide the service option element from view in special cases. Select an option from the following list:
    • Include in Request/Subscription and Invoice
    • Include in Request/Subscription, Exclude from Invoice
    • Exclude from Request/Subscription and Invoice
  • Include in services (offerings)
    Applies only when you create a service option element in a service option that belongs to a service option group that is already defined in a service. In other words, one or more services already include this service option group.
    Select from the following list:
    • Do not include
      Specifies that the new service option element is not included in any existing (defined) services.
      However, newly defined services that include this service option do include the new service option element.
    • That have this service option
      Updates all existing services that include this service option to include the new service option element.
      The updated service definition includes the new service option element.
    • That have this Service Option Group
      Updates all existing services that include this service option group to include the new service option element, as follows:
      Did the original service definition include the service option that you updated by adding the new service option element?
      If yes, the updated service definition includes the new service option element in that service option.
      If no, the updated service definition includes a new service option that contains only the new service option element.
    If you select the second or third option, the following subscription prompt appears:
    Select from the following list:
    • Do not subscribe
      The new service option element is not included in any existing subscriptions.
      However, new subscriptions for this service that include this service option do include the new service option element.
    • That have this service option
      Updates all existing subscriptions for services that include this service option to include the new service option element.
    • That have this Service Option Group
      Updates all existing subscriptions for services that include this service option group to include the new service option element, as follows:
      Did the original service definition include the service option that you updated by adding the new service option element?
      If yes, the updated subscription to the service includes the new service option element in that service option.
      If no, the updated subscription to the service includes a new service option that contains only the new service option element.

Service Option Details Tab

Use this tab to add the service option elements that you want to this service option.

To add an element, click the Add icon and supply the following data. To update an element, click the Edit icon and update the following data.

Basic Information

  • Name and Description fields
    Specify the name and description of the service option for catalog users. You can optionally localize these fields for use in a multilingual catalog.
  • Attachment Mandatory
    Requires the user requesting the service to add an attachment for this service option. If the user does not add the attachment, the user cannot submit the request. Use this option to collect documents (such as certifications or proof of identity) or data that you cannot collect in a form.
    If selected, this option is activated only when the Allow Attachments at Service Option Level parameter is set to Yes. To set this parameter, select Catalog, Configuration, and click Request Management Configuration.

Reservation

  • Reservation Service Option
    Associates a Reservation Manager reservation of a physical or virtual resource.
    This option and the related fields apply only if Reservation Manager or an external reservation system is installed and integrated with CA Service Catalog. The related fields are as follows: Reservation Display Text, Operation, Reservation Ready Status, Reservation Failure Status, and Reservation System

Form

  • Form
    Associates the form or forms that you select with this service option. In the catalog, the form appears under the service option. Users complete the form when they request this service option. This form is a service option element within this service option.
    Complete the fields for Form Designer form elements.
    You can create, customize, and use forms with the Form Designer (the preferred method).

Contract

  • CA Business Service Insight Contract
    Associates a CA Business Service Insight service level agreement (SLA).
    This option applies only if CA Business Service Insight is installed and integrated with CA Service Catalog.

Categorization

  • Category
    Specifies the major category of the service option element from a list of categories.
    The Category value helps determine which rule actions execute approval and fulfillment business processes for a request for a service including this service option element.
    In addition, this value is used to determine the asset type for assigning an asset.
    If CA APM is installed and you select Track as an Asset, the following option applies: You can use the CA APM Assign Asset dialog to associate a request item with a software asset or other type of asset.
  • Category Class
    Specifies a value from the list to categorize the class of this element within the selected category.
  • Category Subclass
    Specifies a value from the list to categorize the subclass of this element within the selected class.
  • Keywords
    Specifies a list of comma-separated list of keywords that are referenced during a catalog search.
  • External ID
    A user-specified text value to represent the product code, subscription code, SKU # or any other applicable code.
  • Track as an Asset
    Identifies whether the service option element is eligible to be associated with an asset.
    If CA APM is installed and you select Track as an Asset, the following option applies: You can use the CA APM Assign Asset dialog to associate a request item with a software asset or other type of asset.
  • Information Service Option Only
    Indicates that this service option is for information only and cannot be subscribed to or requested.

Cost & Pricing

  • Rate
    Associates a rate (price or cost) service option element with this service option. This price or cost is fixed; it is not based on application usage.
    Complete the fields for rate elements.
  • Adjustment
    Adjusts the charge of an associated service option element. It can be a fixed value or a specified multiplier of the value of the associated service option element.
    Complete the fields for adjustment elements.
  • Usage Based Price
    Specifies the charges for a service option or other item according to usage.
    Complete the fields for usage based costs elements.

Additional Elements

  • Text
    Specifies the text and optional image file that appear to users when they select the associated service option.
    An example text string follows: Estimate: one week to complete the request. A sample image file is a detailed photograph of the item being ordered.
    You can optionally upload an image file and specify a text value for the image.
    • Associate Service Option Group
      Indicates that a service option group is associated with this service option element.
      Select this field to display a list of tiered service option groups. Associate a service option group and tier type.
    • Rich Display Text
      Converts the Display Text field to a rich text field, so that you can add images and special formatting to the Display Text field.
      The recommended size for a Service Option Element image is no larger than 48 x 48 pixels.
    • Information Service Option Only
      (Read-only) This field is automatically assigned the same value as the Information Service Option Only field on the Service Option Details tab.
  • Numerics
    Specifies either a fixed numeric value or a numeric value that is entered by the user requesting the service that contains this service option element.
    Complete the fields for numeric elements.
  • Booleans
    Specifies a true or false value.
    Note that some fields apply only if Service Accounting Component is installed.
    • Display Text
      Specifies the additional text that appears for this service option element.
    • Boolean Value
      Determines the value of the service option element. Select from: False or True.
    • Associate Service Option Group
      Indicates that a service option group is associated with this service option element.
      Select this field to display a list of tiered service option groups. Associate a service option group and tier type.
  • Date
    Specifies the date values used with a service option.
    • Date Type
      Specifies the type of date. Select from the following list:
      • Specify Value - The Administrator specifies the date value that appears in the catalog. This setting displays the following field:
      • Date Value: The date value for the catalog.
      • Subscription Date - The system sets this value to the date of the request or subscription.
      • Invoice Date - The system sets this value to the date of the invoice if Service Accounting Component is installed.
    • Associate Service Option Group
      Specifies that a service option group is associated with this service option element.
      Select this field to display a list of tiered service option groups. Associate a service option group and tier type.
  • Day of Billing
    Similar to a rate element but also allows a day of the week for weekly charges or a day of the month for monthly charges.
    A Day of Billing element specifies one of the following options:
    • For weekly charges: the day of the week on which to bill the item
    • For monthly charges: the day of the month on which to bill the item
    This element applies only if Service Accounting Component is installed.
    Most of the fields for a Day of Billing element have the same meaning as the fields for rate elements.
  • Numeric Range
    Specifies a numeric range entered by the user requesting the service that contains this service option element.
    This element applies to tiered service option groupsonly.
    Complete the fields for numeric range elements.
  • Date Range
    Specifies a date entered by the user requesting the service that contains this service option element.
    This element applies to tiered service option groupsonly.
    • Lower Bound
      Specifies the numeric value of the lower bound for matches when this service option group is referenced.
    • Upper Bound
      Specifies the numeric value of the upper bound for matches when this service option group is referenced.
    • Infinite Upper Bound
      Specifies that the Catalog system uses this service option element for matches when the lookup value exceeds the value of the lower bound.

Fields for Form Elements

  • Display Text
    Specifies the descriptive text to display for this form to administrators browsing the list of forms.
  • Form Name
    Specifies the name of the Form Designer form that you want to define as a service option element for this service. Use the Search icon to view the list of forms and select one.
  • Hidden and Disabled fields
    If you do not want to hide or disable the entire form under any conditions, leave the Hidden and Disabled fields empty.
    If you do want to hide or disable the entire form, enter the corresponding JavaScript expression in the Hidden or Disabled field. You can hide or disable the form according to the request status, the user role or business unit, or other criteria. Use the following format: $(_.object.property). The expression must return a value of true or false.
    You can specify JavaScript expressions in the Hidden field, the Disabled field, or both. Examples follow:
    • To hide or disable the form when the request status is Pending Approval, enter the following JavaScript expression in the Hidden or Disabled field: $(_.request.status == 400).
    • To hide or disable the form for the end user roles only, enter $(_.user.role == ‘enduser’).
    • To hide or disable the form from all business units except ca.com, enter $(_.bu.id != ‘ca.com’).
    • To disable the form when the request status is Fulfilled, enter $(_.request.status == 2000).
    When an entire form is disabled, it is disabled but visible during all stages of the request lifecycle. The exception is checkout, when the form is both disabled and hidden.
  • Display Form 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 to show or hide the Form name. The Display Form Name option is also dependent on the System Configuration settings. If the administrator has disabled the form name display option at the System Configuration level, the form name is not displayed, even if the the Form Name Display option is checked.

Fields for Rate Elements

  • Cost Type
    Specifies the type of cost for the Service Option Element. Select from the following list:
    • Specify Value
      The Administrator specifies the cost value that appears in the catalog and the requesting or subscribing user cannot change the value.
      This setting displays the following field:
      • Unit Cost: The cost value that is to appear in the catalog.
    • User Specified
      The Administrator specifies the default cost value that appears in the catalog. The requesting or subscribing user can change the value.
      This setting displays the following fields:
      • Default Unit Cost: The default cost value that is to appear in the catalog.
    • Allocate Cost
      The cost is determined by using values that are associated to a Set as established in Accounting, Budgeting, and Planning worksheets. This setting applies only if you have Service Accounting Component installed.
      This setting displays the following fields:
      • Default Unit Cost: This value in this field is set to 0, as the cost is determined from the worksheet value for the associated set with the selected Allocation Method.
      • Set: List of Accounting Budgeting and Planning sets available for this cost type.
      • Allocation Method: The list of possible methods of allocating the cost that is tied to the service option element.
      • Assign: Use the value in the set for the total cost of this service option element for every subscription or request.
      • Distribute by Subscribed Account: Use the value in the set for this service option element that is divided by the number of accounts that are subscribed to this service option element.
      • Distribute by Subscription: Use the value in the set for this service option element that is divided by the number of subscriptions to this Service Option Element.
      • Weighted Distribution: Use the value in the set for this service option element that is allocated according to actual usage by the account.
    • Standard Cost
      The unit cost is determined by pulling values that are associated to a Set value as established in Budgeting and Planning worksheets. This setting applies only if Service Accounting Component is installed.
      This setting displays the following fields:
      • Default Unit Cost: This value in this field is set to 0, as the cost is determined from the worksheet value for the associated set with the selected Allocation Method.
      • Set: List of Accounting Budgeting and Planning sets available for this cost type.
      • Allocation Method: The list of possible methods of allocating the unit cost that is tied to the service option element.
      • Assign: Use the value in the set for the unit cost of this service option element.
  • Display Unit Type
    Specifies a text value that appears with the cost value.
  • Charge Type
    Indicates whether cost value must appear as a Charge or a Credit on an Accounting invoice.
  • Budget
    Indicates whether the service option element appears in the Budget and Planning worksheet.
    If Service Accounting Component is not installed, this field serves as additional categorization for the service option element.
  • Billing Cycle
    Indicates how the cost value is applied to an invoice if Service Accounting Component is installed. Select from the following list:
    • One-Time - The charge is applied one time.
    • Installments - Cost is applied on an installment plan.
      This setting displays the following fields:
      • Periodic Type: The type of interval to be used when applying the cost: Daily, Weekly, Monthly, or N/A.
      • Periodic Type Interval: The frequency of the interval in Periodic Type field for determining the billing interval of the cost.
      • Number of Installments: The number of times the cost must be applied before no longer applying the cost.
    • Periodic
      This setting displays the following fields:
      • Periodic Type: The type of interval to be used when applying the cost: Daily, Weekly, Monthly, or N/A.
      • Periodic Type Interval: The frequency of the interval in Periodic Type field for determining the billing interval of the cost.
  • Quantity Specification
    Indicates how a quantity value must be applied. Select from the following list:
    • Flat Rate
      The cost is applied as a flat rate without alteration.
      This setting displays the following fields:
      • Default Quantity Value: The multiplier for the cost value.
    • Specify Quantity
      The cost is multiplied by the value in the Quantity field.
      This setting displays the following fields:
      • Quantity: The multiplier for the cost value.
      • Show Quantity: Indicates whether the Quantity value must be shown in the catalog.
    • Lookup Admin Specified Quantity
      The cost is applied according to an associated service option group.
      This setting displays the following fields:
      • Service Option Group: Displays the associated service option group from the list of tiered Service Option Groups in the list or None.
      • Service Option Element: List of service option elements in the tiered service option group which must be associated with this service option element.
      • Show Quantity: Indicates whether the Quantity value must be shown in the catalog.
    • Lookup User Specified Quantity
      The cost is applied according to a service option element in a service.
      This setting displays the following fields:
      • Service: List of services or None.
      • Service Option Group: List of service option groups for the selected service in the list or None.
      • Service Option Element: List of service option elements in the selected service option group which must be associated with this service option element.
      • Show Quantity: Indicates whether the Quantity value must be shown in the catalog.
    • User Specified
      The cost is multiplied by the value in the quantity field.
      This setting displays the following fields:
      • Default Quantity Value: The multiplier for the cost value. The user can set this value.
      • Show Quantity: Indicates whether the Quantity value must be shown in the catalog.
    • System Specified
      The Catalog system applies the cost based on a usage quantity.
    • Form Specified
      The Catalog system applies the cost based on a form field.
      If you select this option, complete the additional related fields that appear for the related form.
      The Charge Effective From Form Field provides the date field on the form that specifies when billing starts.

Fields for Adjustment Elements

Note that some fields apply only if Service Accounting Component is installed. Adjustments appear on Accounting invoices.

  • Adjustment Value
    Displays the numeric value of the adjustment to the Accounting invoice.
  • Charge Type
    Indicates whether cost value must appear as a Charge or a Credit on an Accounting invoice.
  • Adjustment Type
    Indicates how the Adjustment Value is applied to an invoice if Service Accounting Component is installed. Select from the following list:
    • Applied Amount - The actual amount of the associated service option element is applied.
    • Multiplier - A multiplier of the associated service option element is applied.
  • Service
    Specifies the service to which the adjustment applies.
  • Service Option Group
    Specifies the service option group (of the selected service) to which the adjustment applies.
  • Service Option Element
    Specifies the service option element (of the selected service option group) to which the adjustment applies.

Usage Based Costs Element Fields

Note that some fields apply only if Service Accounting Component is installed.

  • Pricing Structure
    Specifies the method of charging for a selected application. Select from the following list:
    • Subscription Based
      The cost is based on a pre-defined fixed rate. This setting structure displays the following fields:
      • Cost Type: The cost type that must be used to apply the cost of this service option element. This field has the same effect as the Cost Type field on the rate element: Depending on the Cost Type selected, additional fields appear.
      • Display Unit Type: Text value that appears with the cost value
      • Charge Type: Indicates whether cost value must appear as a Charge or a Credit on an Accounting invoice.
    • Tier Based
      The cost is derived from an associated tiered service option group according to a lookup value. This setting displays the following fields:
      • Service Option Group: The list of tiered service option groups, allowing the Administrator to select an associated service option group.
      • Tier Type: The list of available tier types for the selected service option group.
      The options that appear in tier type drop-down have the same meaning as the options for tiered service option groups.
    • Usage Based
      The cost is based on the usage information from data mediation.

      Note: For Service Accounting Component to assign costs correctly, the fiscal period of the Budgeting and Planning Set that is used and the account Billing Cycle must be aligned. For example, if monthly fiscal periods are defined in the set, the billing cycles of associated accounts must also be set to monthly. The Period Start and Period End dates for the Accounting Profile must be aligned. The period start date and period end dates for the account period must have an end date one day later than the fiscal period end date.

      This setting displays the following fields:

      • Cost Type: The cost type that must be used to apply the cost of this service option element. This field has the same effect as the Cost Type field on the rate element: Depending on the Cost Type selected, additional fields appear.
      • Display Unit Type: Text value that appears with the cost value
      • Charge Type: Indicates whether cost value must appear as a Charge or a Credit on an Accounting invoice.
  • Show Metric Result
    Shows the metric results on an Accounting invoice and provides a link to a report representing this data.
  • Application
    The list of available applications appears in the list.
  • Metric
    The list of metrics available for the selected Application is shown.

Fields for Numeric Elements

  • Numeric Specification
    Specifies whether the subscriber or requester can change the numeric value of the service option element. Select from the following list:
    • Specify Value - The Administrator sets the value of the service option element. This setting displays the following field:
      Numeric Value: The numeric value of the service option element.
    • User Specified - The Administrator sets the default value of the service option element which the subscribing or requesting user can change. This setting displays the following field:
      Default Value: The default numeric value of the service option element.
  • Show Numeric Value
    Determines whether the value of the service option element is shown to the user.
  • Associate Service Option Group
    Indicates that a service option group is associated with this service option element.
    Select this field to display a list of tiered service option groups. Associate a service option group and tier type.

Fields for Numeric Range Elements

  • Lower Bound
    Specifies the numeric value of the lower bound for matches when this service option group is referenced.
  • Upper Bound
    Specifies the numeric value of the upper bound for matches when this service option group is referenced.
  • Infinite Upper Bound
    Specifies that the Catalog system uses this service option element for matches when the lookup value exceeds the value of the lower bound.
  • Specify Median
    Exposes the following field:
    • Median Value
      Specifies that when determining the tier to be used, the value to compare is the lookup value from the usage data. The value of the multiplier for any rate elements for the tier is the absolute value of the difference between the lookup value and the median value.
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