Catalog Promoted Items

System administrators can select catalog items to be 'promoted' (displayed automatically) on each portal system when a user first goes into the Service Request Catalog in Self Service Portal.

Service Actions and Service Bundles can be promoted in the Self Service Portal so that they are automatically displayed to users when they initially browse the Service Request Catalog. Once the user runs a search in the Service Request Catalog, the promoted items will be replaced by items matching the user's search criteria. Use this new function if you have a large number of service actions and bundles in your Service Request Catalog and you want a select few to appear on the home page of the Service Request Catalog, making the process of finding popular items easier for users.

Configuring Field Settings

Before you start

You must have Self Service Portal Setup enabled within your General Access Security Role in order to configure any Self Service administration settings.

  1. Select ≡ > Admin > System Administration. The System Administration window appears.

  2. In the Explorer pane, expand Self Service Portal.

  3. Select Catalog Promoted Items to open the Service Request Catalog - Promoted Items window.

  4. Use the drop-down picker control to choose the Self Service Portal system to configure with promoted items.

  5. Select the checkbox Enable Promoted Items to reveal the configuration options for that portal system.

  6. Use the Service Action Search field to search for and select the item you want to promote.

  7. Select Add to add the item to the browse table below.

  8. Continue searching for and adding Service Actions and/or Service Bundles to the browse table until all the items you want to promote have been added.

  9. To change the order of items, select an item in the browse table then use Up and Down sorting buttons.

  10. The order in which items are displayed in the browse table determines the order in which those items are displayed in the Browse the Service Request Catalog window.

  11. To delete an item from the browse table, select the item then select Delete.

  12. To disable all promoted items for a portal system, unselect Enable Promoted Items.

  13. Select the Save icon to save the changes. Provide the Change Reasons if prompted to do so.

Troubleshooting

If the items are not visible in the portal, check the following:

Users must:

  • Does the user have access to the relevant partitions?

  • Does the user have the subscriber or stakeholder permissions in the Self Service Portal Role - CMDB Tab of their Self Service Portal role?

  • Is the CMDB item visible in the portal?

  • Are the relevant subscriber/stakeholder options selected in the tabs at the bottom of the CMDB Item Details window?