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Service catalog (Service Catalog)

Service catalog is used to maintain a directory of provided services and map them to tickets .

A service is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks. (ITIL)

The service catalog is configured by the system administrator in the Administration (Admin) menu.

Attributes

Owner (owner)

User

Service owner is the system user who performs the duties of the service owner (manager). Selected from the system user catalog.

Name (Name)

String

Name is the service name displayed in the system.

Criticality (criticality)

Criticality

Criticality is an attribute that indicates the service criticality. The criticality catalog is fixed and has the following values (in descending order):

  • Very high (VERY_HIGH)
  • High (HIGH)
  • Medium (MEDIUM)
  • Low (LOW)
  • Very low (VERY_LOW)

Each value has a color indicator that visually highlights the service criticality.

Active (Active)

Boolean

Active is the service activity flag. It determines whether the service is available for users to select when working with tickets.

Parent (parent)

Service

Parent is the parent service. Optional field. Used to build a service hierarchy.

Space (Workflow)

Workflow

Space (Workflow) — links the service to a specific space (Workflow). Optional field.

Ticket type (Ticket Type)

TicketType

Ticket type links the service to a specific ticket type it is intended for. Optional field.