Request Model Catalog
Use a service catalog to create an organized system of internal and external services provided to the customers. The catalogs are always available for the end-users from any device. When opening the catalog, users can independently understand what kind of request they need to create. To register a request, a user should fill in its form. This approach minimizes the load on the first-line support specialists, as they do not need to clarify the information and manage the request routing.
In SimpleOne, you can find two versions of the catalogs implemented:
- REM Service Catalog
- Template Service Catalog
The main difference of these two catalogs is the structure of the data related to storing and operating the requests.
REM Service Catalog
The REM Service Catalog is based on the record extended model. This type is considered advanced and relevant at the moment. The REM Service Catalog is active by default in the "out-of-the-box" solution and available on the portal via the /sc path. The advantages of using it are:
- By using the record extended model, the same table can be used for all request models that allows you to set up reclassification of service requests within an original request.
- Since similar sets of attributes can be used in different models, users can save the sets in REM collections.
- Use User Criteria to set up access to the requests of the catalog simple and fast.
Template Service Catalog
This is the first version of the catalog on the SimpleOne Self-Service Portal. To create such a service catalog, it is necessary to create separate tables for each request template. Template Service Catalog is quite complicated in its setting and administration. It does not support setting access to requests of a catalog with the use of User Criteria.
This method of setting a catalog is considered out-of-date and is not recommended to use.