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Do not see non-catalog or Service items in SRC Web UI . Only cart catalog items and categories are d

We are currently running HPSM 9.34 and are in the process of deploying both Self Service Portal and the new SRC Web UI. In Self Service Portal, we have menu choices for Order from Catalog and Non-Cart Catalog Requests. Both sections work okay but the majority of our service offerings are Non-Cart as we want to control the connector type and field data when a submission is made. The challenge we are having with SRC Web UI is everybody loved the look and feel but when we click on Services and load the catalog items, the Non-Cart and Service items do not show up. Are we missing something during the deployment / activation of SRC? I have read in these forums of clients complaining that they see both cart and non-cart items in the SRC and we would like to have that issue. In SRC, the only items that show up are the Cart Catalog items and nothing else.

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Re: Do not see non-catalog or Service items in SRC Web UI . Only cart catalog items and categories a

Hello James,

There should be a Support tab on the SRC UI, which is right next to the Services tab. This is where you can make your non-cart Catalog requests out of box.

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Re: Do not see non-catalog or Service items in SRC Web UI . Only cart catalog items and categories a

Yes, but can it display them in the catalog format with the categories and descriptions and pictures associated to them like it does when we access the Non-Cart Catalog via ESS?  Here's what our Non-Cart Catalog looks like right now.

ESS Non Cart Catalog DEV.JPG

 

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Re: Do not see non-catalog or Service items in SRC Web UI . Only cart catalog items and categories a

Our SRC of the exact same environment looks like it should have an option to browse the catalog but it's empty.  See below:

SRC Dashboard - DEV.JPG

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Re: Do not see non-catalog or Service items in SRC Web UI . Only cart catalog items and categories a

What's "empty"? I don't understand, please clarify or provide a screenshot. If you don't like the UI of the Support tab, that's a different issue.....

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Re: Do not see non-catalog or Service items in SRC Web UI . Only cart catalog items and categories a

Just to help you understand what we did here.  We edited most of the OOTB categories and service catalog items, made them into "Non-cart" and then linked them up to prebuilt IMAC change service requests in our system.  (Service Desk Interaction -> Escalated and related to a Change (category=IMAC, subcategory = imac type ie. new employee request, or software installation, or employee relocation etc.)  Each of our non-cart catalog items now when you select them will open a unique SD Interaction and automatically escalate to a purpose built specific type of IMAC change request to satisfy that service request.

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Re: Do not see non-catalog or Service items in SRC Web UI . Only cart catalog items and categories a

What we want to see here is the clients, be able to select from the catalog various types of service requests, ie. "new employee request", "employee relocation", "software installation" from a nice warm fuzzy service catalog.  Then have the system prompt them for the details after they select which type of request. (Right now we are publishing a PDF form to complete in the ESS portal on the catalog items) .. then complete the request form and it escalates to the IMAC change in the backend to satisfy the request.  Seems to work in the ESS portal, but we can't see any of the things we have published/created via SRC.

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Re: Do not see non-catalog or Service items in SRC Web UI . Only cart catalog items and categories a

By the Way, James works for me so I am just trying to give more details for you all to work with here in helping us out.

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Re: Do not see non-catalog or Service items in SRC Web UI . Only cart catalog items and categories a

I guess I don't understand the problem then. Can you show screenshots of what is "not working" as far as the SRC and your customizations?

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Re: Do not see non-catalog or Service items in SRC Web UI . Only cart catalog items and categories a

Hi Mike,

   I posted what our "Non-Cart Catalog" looks like in ESS.  What we are expecting and want to see is that same catalog available via SRC.  Is it possible to display the "Non-cart catalog" in SRC with all the pretty pictures and options to allow clients to pick from the catalog the type of service requests they would like to initiate?

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Re: Do not see non-catalog or Service items in SRC Web UI . Only cart catalog items and categories a

We love the SRC UI and want to leverage it as a portal for all of our Service Desk interactions, BUT we have modified some 94 former OOB Catalog Cart items in the Service catalog to Non-Cart and Non-Cart Service Items so that we can use the "Open A Change" connector and control the data input into various fields.  The  following screen shots illustrate that our ESS lists 94 Non-Cart Catalog items that can be submitted by users. When we start at the SRC Web UI, the only items or categories we see are Catalog (Cart items and Categories). How can we display ALL the Categories? Catalog & Non Catalog (Cart & Non-Cart).

ESS Catalog View with 94 non-cart items listedESS Catalog View with 94 non-cart items listedNon-Cart Support item defined in Service catalogNon-Cart Support item defined in Service catalogSRC Catalog only shows Cart Items NOT Non Cart Categories.JPG

 

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