Defining the Outcome of Selecting a Service Action

You can configure what happens when a user selects the Service Action in the Service Catalog.

You can:

  • Define a URL to launch in their browser
  • Identify an object to download
  • Present a call submission form for the user to submit a call. This is appropriate for straightforward Service Actions, such as Reset Password, that can be completed through a call
  • Present a request submission form, for the user to submit a request. This is appropriate for a more complex order, that requires a link a Workflow Template to log a request with various tasks and approvals to process the order.
  1. ClosedDisplay the Service Action Details window, if it is not already on screen.

    Search for a CMDB Item, specifying Service Action as the Item Type, and then selecting the service action you want from the browse table of search results

  2. Scroll down to the Templates and Actions section and click on the name to expand the section if necessary.
  3. Complete the details.

    4. Create a Call Select this radio button to log a call for the order and present the user with a call submission to complete. You will select the Call Template in Using template.
    Create a Request Select this radio button to log a call for the order and present the user with a call submission to complete. You will select the Workflow Template in Using template.
    Launch a URL

    Select this radio button to launch a new web page in the user's default browser. The new web page will open in a new tab or new window depending on their browser settings. You will enter the URL into Enter a URL.

    This action does not submit an order for the service action. No call or request is logged.

    Service Actions with this setting cannot be linked to Service Bundles in Core.

    Use the Portal Submit Button field to change the Order button label from "Order" to something more indicative, such as "Load Page" or "Go Now".
    Download an Object

    Select this radio button to download an object through the users browser. The object will download using their browser download settings, which varies by browser. You will select the object to be downloaded in Select an Object.

    This action does not submit an order for the service action. No call or request is logged.

    Service Actions with this setting cannot be linked to Service Bundles in Core.

    Use the Portal Submit Button field to change the Order button label from "Order" to something more indicative, such as "Download".
    Using template To view the details of the currently selected template, select .

    To select another template, clear the field and select . From the Call Template Quick Search window, double-click the template you want to use.

    This option is visible when Create a Call or Create a Request is selected.
    Order Multiple Quantities

    Select to allow Users to order multiple quantities of the service action, select . This adds a Quantity field on the order form in which the User can type the number of items they wish to order. The quantity entered by the User on the order appears in the Service Order Item Quantity field on the call or request logged by the service order.

    For service actions where a quantity is not necessary, such as, ‘Increase Mailbox Size’, leave Order Multiple Quantities cleared.

    This option is visible when Create a Call or Create a Request is selected.
    Create Multiple Calls/Requests

    Select to enable the User to fill out a form for each item in the order. If the User specifies a quantity of 10 when ordering the service action, they will have to complete 10 forms. This will in turn create 10 calls in the main application for the one order.

    This option is visible when Create a Call or Create a Request is selected.
    Do not copy data between forms

    Select to stop data being passed through from one submission form to the next when ordering multiple quantities.

    This option is visible when Create a Call or Create a Request is selected.
    CMDB item template

    If the service action involves an order for a CMDB item, such as ‘Order Blackberry’, use the Q/D button to select a template to be used on the call.

    This option is visible when Create a Call or Create a Request is selected.
    Enter a URL

    Enter the URL for the web page you want the user to be taken to when they press the button on the Service Action in the Service Catalog. The new web page will open in a new tab or new window depending on their browser settings.

    Only website addresses commencing with http:// and https:// are considered valid for this field. If www. is used then a warning will appear on Save: "The URL you have entered is invalid. All URLs must be preceded with either http:// or https://."

    This option is visible when Launch a URL is selected.
    Select an Object

    Select a object from the drop down. Objects must first be attached to the Service Action using the explorer option Object. When users press the button on the Service Action in the Service Catalog, the object will download using their browser download settings.

    This option is visible when Download an Object is selected.

    To enable download of multiple objects, zip the files together, attach the zip to the Service Action, and then select it from the drop down.

  4. Select to save the changes and close the window, or to save and close the window and open a new details window. Complete the Change Reason details, if prompted to do so.