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Configuring operational catalogs


As an administrator, use Operational categorization for assignment mappings, categorizing incidents, problems, and changes that are used to create reports. The operational catalog can contain a list of the operational services that a help desk provides, such as adding hardware and resetting passwords. It can also contain items that represent symptoms of incidents and problems. Operational categories must be related to a company before they are available on BMC Helix ITSM forms.

Operational categories also contain items that represent symptoms of incidents or problems, such as application failure and network failure. Each operational category must be unique. 

Tip

You might find it helpful to view existing categories before creating new categories.

Understanding operational categorization video

https://youtu.be/rqulZPvr1No

Before you begin

Make sure you have Config Categorization Admin or Config Categorization User permission to create operational categories. For more information, see Foundation module permission groups.

To create operational categories

  1. Log in to Mid Tier. 
  2. Select Administration Console > Application Administration Console.
  3. In the Application Administration Console, click the Standard Configuration tab.
  4. From the Configuration for Company list, select the company for which you want to create an operational category.
  5. Click the Create link next to Operational Category.
  6. On the Operational Catalog form, select or enter the operational categorization tiers.
  7. (Optional) To create Operational Categorization Tier 4 for BMC Helix Innovation Studio applications, click .

    You can create operational category tier 4 only for BMC Helix Business Workflows. You cannot use operational category tier 4 for BMC Helix ITSM applications.

    Important

    If you create operational category tier 4, make sure you do not make the operational category tier 4 visible for BMC Helix ITSM applications.


  8. Set the status of operational category to Enabled.
    You can set the status to Proposed to temporarily prevent the category from being selected in an application.

  9. Select from the following options for the Make Category available for field:
    • Current company—Select this option if you want the operational category to be available for the current company.
    • All companies—Select this option if you want the operational category to be available for all companies.
  10. Click Add
    When you save the operational category, it is automatically related to the Global company. This makes the operational category available on other forms, such as the Incident form, for all operating and customer companies. The product category is also available to all BMC Helix ITSM applications.
  11. After you add the operational categories, click Close.

To delete multiple operational catalog records

  1. Log in to Mid Tier.
  2. On Application Administration Console, click the Custom Configuration tab.
  3. From the Application Settings list, select Foundation > Products/Operational Catalogs > Operational Catalog, and then click Open.
    The Operational Catalog Setup form appears.
  4. To search for the records that you want to delete, on the Operational Catalog Setup form, click Advanced Search.
  5. Select the records that you want to delete in the search results.
  6. To delete the records, select Actions > Delete.

    Similar procedures can also be used to delete multiple product and generic catalog records. You will need to start from the relevant setup form.

To add a company and module relationship for an operational category

  1. Log in to Mid Tier.
  2. In the Application Administration Console, click the Custom Configuration tab.
  3. From the Application Settings list, choose Foundation > Products/Operational Catalogs > Operational Catalog, and then click Open
  4. Enter search criteria in the fields on the Operational Categorization Search Criteria area of the form, and then click Search. The relationships that appear in the Company and Module Relationships table are directly related to the selected category in the Operational Category table.
  5. In the Company and Module Relationships section, click View or Create. The Operational Catalog Relationship dialog box appears.
  6. Delete the -Global- entry to make the operational category specific to certain companies.
    By default, the operational category is accessible to all companies.
  7. Select Yes for each service management application and module that you want to enable for the operational category.

    To select all applications and modules, select the check box to the right of the Service Support Modules header.

  8. Select the status.
    An operational category status must be set to Enabled for it to appear in lists for operational category fields.

  9. Click Save.

To associate domain tag to an operational category

  1. Log in to Mid Tier.
  2. In the Application Administration Console, click the Custom Configuration tab.
  3. From the Application Settings list, select Foundation Products/Operational Catalogs > Operational Catalog, and then click Open
  4. On the Operational Catalog Setup form, you can perform the following tasks:
    • To associate domain tag to a new operational category, perform the following steps:
      1. Click New request.
      2. In the Operational Categorization Search Criteria area, enter the details in the fields, and click Create.
      3. On the Operational Catalog Update dialog box, confirm the details, and click Save
    • To associate domain tags to an existing operational category, perform the following steps:
      1. Click New search.
      2. In the Operational Categorization Search Criteria area, enter search criteria in the fields, and click Search.
      3. From the Operational Category table, select the record to which you want to associate the domain tag. 
  5. From the Company and Module Relationships section, click IS Domain Tags.
  6. From the list select the required domain tag, and click Add.
  7. Click Close.

To set an operational category to offline mode

  1. Log in to Mid Tier.
  2. In the Application Administration Console, click the Custom Configuration tab.
  3. From the Application Settings list, select Foundation Products/Operational Catalogs > Operational Catalog, and then click Open
  4. On the Operational Catalog Setup form, click New search.
  5. In the Operational Categorization Search Criteria area, enter search criteria in the fields, and click Search.
  6. From the Operational Category table, select the record.
  7. In the Company and Module Relationships area of the Operational Catalog Setup form, click Set Offline. This makes the category unavailable in selection lists.

When an operational category is disabled, the Status field turns red.

To enable an offline category, select it, and then click Set Enabled. When an operational category is enabled, the Status field turns green.

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