You are on page 1of 16

Tailoring the ServiceCenter® Service Catalog

Best Practices for Adding, Modifying and Removing Service Catalog Connectors
HP® Management Software — IT Service Management

Introduction......................................................................................................................................... 2 Prerequisites........................................................................................................................................ 2 Creating a new Service Catalog Connector ............................................................................................ 2 Modifying a connector ......................................................................................................................... 5 Adding XML fields for moving data to the fulfillment record ................................................................... 5 Moving data from a user selection to a field in the fulfillment record....................................................... 7 Modifying a form to see user selection fields ........................................................................................... 9 Approvals ......................................................................................................................................... 10 Defining Approval Roles ................................................................................................................. 11 Delivery Objectives ............................................................................................................................ 12 Removing a connector........................................................................................................................ 14 Appendix ......................................................................................................................................... 15 Variables used in Service Catalog.................................................................................................... 15 For more information.......................................................................................................................... 16

it is easiest to create a new connector by basing it on an existing connector and copying it. which is easy to use and set-up. click Expand Array. If not. and includes writing JavaScript® and creating wizards that the Service Catalog administrator uses to create catalog categories and items.Introduction The ServiceCenter® Service Catalog module was introduced with ServiceCenter 6. The Service Catalog interface. and click confirm to remove the line. and click the category line. 2. The more advanced tailoring is done by the ServiceCenter administrator. Prerequisites This document discusses the advanced tailoring that the ServiceCenter administrator performs to enable the Service Catalog administrator to create the Catalog of Services. 5. Creating a new Service Catalog Connector The following section describes how to add a new connector for the Change Release Management category. Click Add to add the record. As a best practice. . In the table at the bottom of the screen. right-click any row of the table. click to select the record named Open a Change and change its name to Open a Release Management Change.2. Click Search. To do that. can be used by end users via the Web and administered by Catalog administrators who have no ServiceCenter programming experience. 4. Check that the complete line has been removed. and click Service Catalog -> Catalog Connectors. To do so. Then click the Delete Line button. Creating a new Service Catalog connector requires the following steps: Existing Service Catalog Connector Copy and Modify New Service Catalog Connector Enter Name in Connector Create Wizard that defines setup of Items using this connector Update Wizard to call the connector wizard 1. 3. repeat for each column of that line. Log in as user falcon. close the window. Knowledge in JavaScript and tailoring with wizards is beneficial. remove the line with “category” since this is not necessary when the category is known.

Remove all lines with if $L. 8. Click the Expressions tab.6.. insert a line in the beginning.file="Release Management" 7.category=”. Save the changes to this record. remove only the if (…) then part. . and enter: category in $L. In the lines that are for Release Management.” where the category is not Release Management.

Change Description to: Edit Service Catalog RM Change Information .file=“Open a Release Management Change” to the end of the condition.Get RM Info 1.file="Open New Request" or interface. .file="Open MAC Ticket" or interface.type in $L.type in $L. 16. Click Save to save the wizard and click OK to exit. Click Save. 17. Click Save to save the wizard and click OK to exit. 25. Release Management Change.impact="" $severity="" 12.file=“Open a Release Management Change” to the end 21.Get Generic Info 1.type in $L. Create a wizard called svcCat RM Change . 15. 23.type in $L.file="Open MAC Ticket" or interface. 11. On the Next Wizard tab. Click the Next Wizard tab. 22. Search for the record named svcCat New Bundle Item 2.file="Open a Change" or interface. Select the wizard record svcCat New Item 3.file="Open New Request" or interface. On the File Selection -> Initial Expressions tab enter: $approvalvalue="" $priorityvalue="" $type="" $category="Release Management" $initial.type in $L. Go to Database Manager and enter the table name wizard.Next. Add “or interface.file="Open a Record Using Web Services“ 24. Once the connector has been created. you will find: interface.type in $L. Click the Next Wizard tab and enter svcCat Generic Change .type in $L.file="Open a Service Desk Interaction" or interface. 9.Get RM Info 1 as a copy of the wizard svcCat Generic Change .type in $L.Setup RM.Get Generic Info 1” to svcCat RM Change . This means that the connector that has been created needs to be incorporated with the wizard responsible for guiding the Catalog administrator through creating a new item. 18. the wizard that guides the Catalog administrator through creating the new item needs to call the newly created wizard.type in $L.type in $L. you set up the wizards for creating items using this connector.type in $L. 26. Add or interface. you will find: of the condition. interface.file="Open a Change" or interface. it needs to be activated.file="Open a Service Desk Interaction" or interface.Get Release Mgmt Info 13. To get all this information. Change the wizard name from “svcCat Generic Change . 19. 10. The previously generated wizard is responsible for ensuring that all required information is passed through to the new item. Search for the record named svcCat New Item 2.file="Open a Record Using Web Services“ 20.type in $L. Click Save to save the connector record. 14. Click Service Catalog -> Catalog Connectors and click to select the record Open a 1 and a condition of true.

30. Initialize the information for the new field by entering the following in the Expressions tab: description in $L.wizard. Click Finish. Choose the Category Software. 35. 33. Click Add new Catalog Item.file=jscall("svcCatInterface. Next you verify that these changes worked by creating a new catalog item for the Release Management backend 29.item. Adding XML fields for moving data to the fulfillment record First add an array field that the Catalog Manager will fill in when creating the catalog item. Check the result in the new item. Select the Connector Open a Release Management Change. 34. 2. In the table at the bottom of the connector enter description at the end of the list of XML fields 4. 31. 6. Go to Service Catalog -> Manage Catalog.get. 32. 8.info.type in $L.releaseMgt. Add a text field with array length of 6 and an input of $wiz. Click Save to save the record. Choose the Connector named Open a Release Management Change. interface. “descriptionline".info in $L.1. 28.Get RM Info 1 Condition: interface.getXMLValuesFromObject". Click Next. “description") 5. Save your changes. 1. by clicking on add/edit connector.assets. Add a multi-line text field with an input of $description . Click the Next Wizard tab and add the following lines before the last line: Wizard Name: svcCat RM Change . Go to Forms Designer and select the form svcCat. Enter the required fields. Modifying a connector Next you add several fields to the connector that will be copied to the fulfillment record in Change Management.file="Open a Release Management Change" and false Note: Make sure to keep the line that contains the true condition at the end. on the Connector tab. 36.27. 7. 3. Click Service Catalog -> Catalog Connectors.

$coordinatorvalue.functions.assets={} and $description={} to the File Selection -> Initialization 13.addElement( “description" ).denull( description ). search for the function writeChange. $wiz. 10.addElement("logical. 18. $assign.assets.impact. In Database Manager go to table name ScriptLibrary. $initial.9.Advanced" || strcategory == "RFC" || strcategory=="Release Management") { var assetsElement = xml. 15. if (strcategory == "RFC .dept. i++.writeChange".functions. Once there. $reasonvalue.file=jscall("svcCatInterface.writeChange". unless it already exists: svcCatInterface.info in $L. $initial. $subcategory. if ( assets.type.assets. $severity.type) To (note the additional comma and field name appended in bold text) interface.Get RM Info 1. Select the record named 19.setValue(description[i]).length() > 0 ) description = system. $reasonvalue. 14. $description) 16. interface. $type. $severity. Add $wiz. $wiz. Click the Actions > Expressions tab and change the following line from: Expressions.name")).addElement(“descriptionline")). Click Save to save the record and click OK to exit. $category.addElement( "assets" ). } .setValue(assets[i]). i++.length()) { (assetsElement. 12. 11.length() > 0 ) assets = system. Go to the Database Manager table named wizard. var i = 0. Add cleanup($description) to the last line of expressions. while (i < description. $rel.dept. Click OK twice to save your changes and exit from Forms Designer.file=jscall("svcCatInterface. $subcategory.denull( assets ). while (i < assets.impact. Add the following bold text in the JavaScript. } } if (strcategory=="Release Management") { var descElement = xml. $assign. $rel. if ( description. $type. var i = 0. $category.info in $L. $coordinatorvalue. Next select the wizard svcCat Generic Change . Click Save to save and OK to exit.length()) { (descElement. 17. Select the record svcCat RM Change .Write Info.

2.file=jscall("xmlFill.options in $L. "description") With this change. and where all information about the request will be entered in free-form text. “descriptionline".to 27.field> in $L. 24. . These off-catalog request items are used to enter any request that does not have a specific catalog item defined. Click Service Catalog -> Catalog Connectors.$wiz_assets = aAssets. } 21. Click the Expressions tab and enter an expression in the following format at the end: <your. 25. svc. In the link. “description"). svc. Go to Service Catalog -> Catalog Connectors.name Target Field: assigned.getValue JavaScript call as in the following steps: 1. If the administrator wants to move this information from the XML field into the specific fields in the fulfillment record (in this case. if (aAssets != null) { vars.cm3r) and click Find.file. 3. Click Save to save and OK (twice) to exit. Click the link used in the connector (screlate. In the same svcCatInterface JavaScript record search for the function setChangeInfo and add coding for description: var aAssets = getXMLValuesFromObject(xmlString. "logical. "assets").getValue".name". the description XML field must be listed in the connectors Connector Detail tab. At the end of the table that defines the source and target fields. The information about the request is entered into user-defined fields that are stored in an XML field in the fulfillment record. Select the record named Open a Release Management Change. 23.} 20. “<user selection field>”) For example: description in $L. } if (aDescription != null) { vars. For this to work. Select the record with the name of Open New Request. Click Save and OK to save and exit. place your cursor in the first line and click Options -> Select line.incident.options in $L. Next move an existing field from the ServiceDesk record to the fulfillment record 22.file. 26. add Source Field: owner.$description = aDescription. A Request Management Quote) such as the description.getValue". Moving data from a user selection to a field in the fulfillment record Each Service Catalog category has a defined off-catalog request item. var aDescription = getXMLValuesFromObject(xmlString. he or she can use the xmlFill. the information entered in the description field on the off-catalog request will now be entered into the request quote’s description.file=jscall("xmlFill.

Click Service Catalog -> Catalog Connectors. Item Name: Operating System Release Description: Operating System Release 6. Connector: Open a Release Management Change In Category Software 7. you can follow these steps: 1. Click the Expressions tab and enter an expression in the following format at the end: <your.file.The same way. Click Next > to continue.method in $L. . 12. to move data from a user defined field in the example used when creating a new connector. In the newly created item.file=jscall("xmlFill. Click Finish to create the item. 8. Click Add User Selection. Click Service Catalog -> Manage Catalog. Fill in the required fields as shown below: 9.field> in $L. svc. Click Next > to continue.options in $L. click the User Selections tab. Enter the following information: Name: Backout Label: Backout Select Multitext 13. 11. 5. Click Next > to continue. “<user selection field>”) For example: backout.getValue".getValue". Click Add New Catalog Item.options in $L. svc. Click to select the record named Open a Release Management Change 3.file=jscall("xmlFill. "Backout") Then add the user selection named “Backout”: 4. 2. 10.file.

view.summary. A request for this item looks like the following: To test all these modifications. as shown in the example above. the ocmq. Click Save to save and OK to exit. Modifying a form to see user selection fields For example. or to give the description and user-defined fields their own tab.14.options field is defined in the dbdicts as a character field. In our example. and the description fields already filled into.options that exists in the ocmq. the Release Management record (cm3r). The svc. After approval you should see the backout. you can order the Operating System Release Catalog item from the Software category. and incidents dbdicts.g form has the dynamic user options field defined: A new forms designer object called dynamic form can display the XML field called svc. cm3r. Depending on how many user selection fields will be available when ordering an item or requesting a service. it is a best practice to display the data on the first tab of the form.method assigned to. we show how to add a new tab and move the user options field onto that new tab. We continue to use the Release Management change process as the example: . but holds XML data of various lengths.

1. 6.options]<>””. The Approval definitions. 8. 5. In previous steps. are done independently on the individual customer request during implementation of the Service Catalog system and its fulfillment engines (such as Change Management or Request Management). 7. Go into Design Mode. 3. When adding another text field (test) to the user options of the item. RM) Module Level approver to perform second level approval OOB Wizard The diagram above shows the different levels of approvals on a timeline that is based on the customer request. the release management change then looks like the following: Approvals Catalog Approval Flow Order and Approval Workflow Customer Request Order From Catalog Add Cart Items Populate The Request Submit The Request Business Approvals Calculated Approval Record Created And Associated To The Interaction Related records added to interaction based on connector definition Interaction updated with status changes of related record Catalog Approval Define Define Approval Approval Activity Activity Add/Edit An Approval Activity Add Roles/ Operators Add Conditions Add Conditions Service Catalog Approver to perform first level approval OOB Wizard Module Approval Create A Name For The Approval Definition (Given Name) Add Roles/ Operators Add Conditions Define the approval in the phase record (ChM. Click OK to save and exit design mode. again with its approvals already defined. the related record in the fulfillment backend (such as ChM or RM) is created. Go to Forms Designer Select the form cm3r. 2. The catalog approval will be done in the ServiceDesk interaction record created by the Service Catalog request. After the fulfillment record is . Click OK to save and exit Forms Designer. the backout user option field was added. Drag and Drop a dynamic form widget into the new notebook Enter svc. After the interaction is approved. Name it User Options and give it a visible condition of [svc. Drag and drop a new notebook tab between the General tab and the Review Release tab. 4. though shown here.options for the input of the new dynamic form.release.

.approved. as it is with every change to the approval status or phase in which the backend fulfillment record resides. Defining Approval Roles Approval Roles can be defined in Service Catalog -> Approval Roles.user. The sample above defines the first level manager as the Approver via JavaScript defined in the requesting users contact record. The Approver’s operator login id must be written to the variable $L.role. The screen contains the following information: The Approver role can be a named Approver based on the login id in the operator file. or it can be defined via RAD type expressions or JavaScript.approval. the interaction is updated with that information.

. the time allowed for delivery. The definition contains the name of the objective. and the calendar on which the time is based.Delivery Objectives Service Level Agreement Record Response SLO provides the cart item response status values Delivery Objectives based on SLA Catalog Service Item Cart Item Delivery Objective provides the duration for the SLO SLO Response record for the Cart Item Delivery Objectives are associated to a certain catalog item. Access to the delivery objective is based on the user’s SLA. Delivery Objectives are defined in ServiceCatalog > Define Delivery Objectives. a Service Level Objective (SLO) for the ServiceCatalog area must be defined. Customers who have access to the delivery objectives based on their SLAs can choose the delivery objective that best matches their requirements if a certain delivery time is needed. In the SLA definitions.

go through the approvals on the interaction record. which is filled automatically by the data in the service delivery objective that was selected. and enter the information in the SLO record accordingly. . the initial and final state must be set based on the status defined in the Service Catalog Status mapping.In this SLO. proceed to the correct phases and status in the fulfillment record to get the correct wording in the related interaction record. To verify the correct name for this status. The duration of the SLO is defined by the duration field in the interaction record.

Do the same with the Process record. these records are shared between multiple connectors and applications. interface. the wizards that are responsible for creating catalog items that will use the connector will have to be removed or modified. however.type in $L.file="Open a Change" or interface.Removing a connector To remove a previously added connector. Remove the “or interface.file="Open a Record Using Web Services“. as shown below: Click the Find button Check the Next Wizard tab.) 6. Go to Service Catalog > Catalog Connectors and select the record that should be removed. To remove the wizards: 1.file=”<Name of the connector you want to remove>” part of the condition. 5. select the table wizard.type in $L.type in $L. remove that link record. and select the record svcCat New Item 2.file="Open New Request" or interface. If a special link record used only for this connector was created. on which other wizards were created for the connector. 4. (Usually. Note the name of the wizard.type in $L. and the connector record must be removed.file="Open a Service Desk Interaction" or interface. 3. Delete all wizards that are used only for this connector. you will find something like: 2. On the next wizard tab.type in $L.file="Open MAC Ticket" or interface.type in $L. Go to Database Manager. the called Java Script may have to be modified. .

type in $L. “interface.file $xml (variable used in wizard) svcCartItem file fulfillment record interface.cartItem $L.info in the svcCatalog file . and remove all lines in the JavaScript that are used only from this connector.info in $L.) Contains information of the individual order in the users cart Contains information of the fulfillment record (change.item Content svcCatalog file Explanation Contains information on the catalog item.7.file="<Name of the connector you want to remove>" and false 8.item” refers to the values that are set on creation of the catalog item based on requirements defined in the connector. service desk interaction etc. you will find something like: Wizard Name: <wizard name deleted above> Condition: interface. select the record svcCat New Item 3. Delete the connector record itself. check for calls to JavaScript (jscall 10. Remove the complete line listed above from the next wizard tab.) see explanation to $L. function). select the table wizard. Specifically. 9.item $L. fill in urgency and impact for cm3r requests. Appendix Variables used in Service Catalog Variables commonly used in connector expressions Variable Name $L. While still in Database Manager. (For example. On the next wizard tab. Optional step: Click the Expressions tab of the connector.

The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. To find more information about support access levels.For more information Please visit the HP Software support Web site at: http://www. L. HP Software online software support provides customer self-solve capabilities. Many also require an active support contract.html © 2007 Hewlett-Packard Development Company. services.P. As a valued customer.com/passport-registration.hp.P.hp. L. Nothing herein should be construed as constituting an additional warranty. HP and ServiceCenter are registered trademarks of Hewlett-Packard Development Company.managementsoftware.com/managementsoftware/access_level To register for an HP Passport ID. you can benefit by being able to: • Search for knowledge documents of interest • Submit and track progress on support cases • Submit enhancement requests online • Download software patches • Manage a support contract • Look up HP support contacts • Review information about available services • Enter discussions with other software customers • Research and register for software training Note: Most of the support areas require that you register as an HP Passport user and sign in.com/managementsoftware/support This Web site provides contact information and details about the products. go to the following URL: http://www. go to the following URL: http://www. in the United States and other countries 03/2007 . and support that HP Software offers.hp. Inc. It provides a fast and efficient way to access interactive technical support tools needed to manage your business. JavaScript is a trademark or registered trademark of Sun Microsystems. HP shall not be liable for technical or editorial errors or omissions contained herein. The information contained herein is subject to change without notice.