Administer the service catalog

The Catalog administration screen (menu Administration › Catalog and workflow › Catalog) organizes what users see in the Service catalog: the categories, the services they hold and how each request is processed.

It is open to Administrators and Scoop administrators. The menu entry is reserved for administrators: a Scoop administrator who is not an administrator opens the screen by its address, /catalog/admin.

The services of a category

Each service is shown as a card: its name, its code and, where relevant, the Start form indication and the number of offered items.

Edit opens the service page; New service creates one in the open category.
Disable removes the service from the catalog without touching requests already placed; Enable puts it back online. This is the usual action, rather than deletion.
The bin only appears for a service that offers no item.

A service marked Incomplete cannot be ordered yet: the card lists what is missing (start form or start process without a published version, no start process…). Until these points are settled, enabling it is refused: "This service cannot be activated: it cannot be ordered yet."

The service page

Save saves every tab at once.

General

Code, Name in each language, Description and Category;
Service owners (people or groups): they receive the steps no assignment rule designates any more; without them, such a step stays stuck;
Illustration (leaving it empty keeps the current illustration; Remove the illustration removes it);
Maximum items per order (empty: no limit) and Display order;
Accessible without an account: the service is also offered on the public Request a service page (/catalog/guest), to people without an account;
Active.

Start

Type: Request, or External link, which sends to a Target address (required, starting with https://, http:// or / for a page of the application) instead of opening a form;
Start form (Edit opens it in the form editor): the version published at order time is the one that applies;
Start graph: the process the request launches. A process not yet published is marked *; with None (request cannot be triggered), the request cannot be placed;
Number prefix of the requests;
Knowledge base article suggestions (when the knowledge base is active): Fields used to search, the identifiers of the form fields, separated by commas (for example subject,description), then Save. While a request is being filled in, the articles offered to the requester are searched from these fields. Left empty, the search uses the service name and the free-text fields of the form.
Requests visible to the referent of the requester's organization (when the Organizations module is active, checked by default), then Save. When checked, the referent of the requester's organization reads and comments on the requests for this service in “My requests”. Clear it for a sensitive service (HR, for example): its requests stay private to the requester.

Articles: see below.

End

End graph: runs once the start graph and every ordered item have finished;
Maximum duration (hours): sets the due date of each request when it is created.

Statuses: the business statuses shown on the requests of this service (for example "Waiting for supplier"), with Code, Label, Order, Terminal and Active. Add a status creates one. A status cannot be deleted: disable it. Renaming a status also changes what requests already closed display. The Terminal status does not close a request: the process ends it.

Fulfillment (when the Service Desk is active): what an order of the service creates.

A request (default): the service's process runs (approvals, tasks, statuses, end);
A Service Desk ticket: the order lands directly in the agents' queue, with no request or process. The requester is taken to their ticket, which they find again in the support portal. Each service thus becomes a ticket form, with its own fields and routing. The Form → ticket mapping sets:
- the Ticket title and Description, where Insert a field… adds a form field, the service name or the requester (empty title: service name);
- the Ticket values — Category, Type (incident, request…), Impact, Urgency, Priority, Assignment group — each Default (Service Desk rules), Fixed value or From a field of the form (for example a "Request type" list whose choices carry the type names);
- the Ticket custom fields;
- Copy the fields that feed nothing into the description (the agent sees everything entered) and Attach the entered files to the ticket.
Checked items and their forms are copied into the description; their processes do not apply. Save (in the tab) applies the choice. If the Service Desk is disabled, a service set to ticket is reported incomplete and can no longer be ordered.

The Start, End, Fulfillment and Statuses tabs can be set once the service is saved.

The items offered by a service

The Articles tab lists the Offered items of the service. For each one: Default quantity, Display order, Starts after (the item waits for another one to finish; Nothing — starts right away otherwise), Ticked by default and Quantity editable. Remove from this service detaches it.

Offer an item then Attach adds an item from the item catalog (link Manage the item catalog).
Ticking one ticks the other: "Tick A also ticks B". Not to be confused with Starts after, which governs processing order, not selection.
Conditional article visibility: a New rule shows or hides Targeted items based on the answers to the start form (Conditions (start form field), combined with AND, OR or XOR). Several values are separated by a comma.

Export and import a service

Export, on a service page, downloads a JSON file with the service and what it depends on. On another environment, Import a service loads this JSON file:

if items are missing, the import is blocked (Import blocked — missing dependencies) and nothing is written: create them, then import again;
if the service already exists, the import waits for your agreement (Confirm overwrite): the service is updated and a new draft version opens on its forms and processes; the published version keeps serving until you publish;
the Service imported screen lists the Remaining manual actions and what still prevents ordering the service.

Demo data

The sample services shipped with Portail ZAPP are no longer installed from this screen. They are loaded from Administration › Demo data (steps "Business catalog" and "Catalog technical demos"), a screen reserved for demo or test instances: see "Loading demo data".