This documentation supports the 3.5 version of BMC Digital Workplace. To view the latest version, select the version from the Product version menu.

Importing service catalog items

Service catalog administrators and internal service suppliers can populate a service catalog with items from external systems.

A typical service import process includes the following stages:

Import overview

Imported service catalog items are created in Pending status and without a version. If a service that is being imported has workflows and questionnaires, they are imported. 

Services imported services through the Remedy connector

When services are imported through the Remedy connector, the fulfillment workflows and questionnaires are automatically generated. These workflows and questionnaires can be associated with services created in BMC Digital Workplace Catalog. 

After you have imported a service from BMC Service Request Management, you can choose to do one of the following:

  • Retain the generated workflow
  • Attach a new workflow
  • Attach an existing workflow that runs the generated workflow using the Call Activity element
  • View and edit service questionnaire.

Note

The following restrictions are applied for services imported from BMC Remedy Service Request Management:

  • You cannot view the workflows of services in the UI mode, you can only view them in JSON mode
  • You cannot copy the workflows of these services, although you can rename them
  • You cannot view or modify actions and triggers in a service questionnaire.

To prepare services for import

BMC Digital Workplace Catalog imports service details that are needed to complete the catalog profile. The service connector provides the data interfaces to fulfill service requests through the external system.

  1. Install and configure a service connector with importable catalogs. For information about connectors, see Connecting your catalog to external systems
  2. Create a service type template with the required mapped fields. For details about templates, see Adding service templates.
  3. (Optional) Create a fulfillment workflow to attach to the item during import. For more details about workflows, see Workflows for service fulfillment.

To import services from external systems 

The process of importing services from external systems through a service connector is generally the same. However, you may be asked to provide additional information, or perform additional steps, depending on the capabilities supplied through the integrating connector.

 The Catalog Queue lists the service connectors which contain items that you can import into the service catalog.

The following illustration shows Catalog Queue screen.

Not every service connector contains items that can be imported. The following image shows the difference, by comparing the Service Connectors (Services > Connectors) and Catalog Queue (Import) pages.

Perform the following steps to import services through a service connector:

  1. Go to Import (Catalog Queue).
  2. Select a connector with a catalog of importable items, and then click Catalog Import Options.
  3. Select the item or items to import, and then click Configure.
  4. Select a template, and then click Profile Details.
  5. Map the connector information fields to the template fields.
    Click Preview item to test the appearance.
  6. If the Workflow configuration option appears below Profile Details, then you can choose or create a workflow and question set that will be used to fulfill requests for this service.

    You can also attach a workflow (see Designing a simple workflow) and a question set (see Creating service questionnaires) after you import the service.

  7. Click Queue for Import.

  8. Click Import Item to complete the import.
    The selected services are successfuly imported, and available on the Services tab.

To reimport  services 

Upon reimport of an SRD that has previously been imported, you must consider the following factors:

Important

If a previously imported SRD is reimported, all services that use the workflow and questionnaire automatically generated from the imported SRD are updated with the updated workflow and questionnaire.

Scope of reimport

Upon reimport of an SRD, not only this SRD is updated, but also all services that use a workflow and questionnaire generated from the reimported SRD. All reimported services get new Pending revision.

Data to reimport

If you are about to reimport a previously imported service, you can define what data you would like to import to update the imported service:

  • To update only workflows and questions, click Do not overwrite. Select this option if you do not want to import service profile changes.
  • To update the whole service, select Overwrite. Select this option if you want to import all service metadata. 

The following illustration shows Overwrite existing service profiles? window.

All services that use a workflow and questionnaire generated from the reimported SRD are updated. They get a new Pending revision with the updated workflow and questionnaire.

Revisions used 

Reimported services might have multiple revisions. The following revisions are used for import:

  • If a service has more than one revision, the metadata from the Published revision is imported
  • If a service has no published revision, the metadata from the latest Pending revision is imported.

To configure imported services

When you have imported the required services, you might need to configure them for usage by end users in BMC Digital Workplace. 

The configuration process includes the following stages:

Configuring imported services

Perform the following steps to configure an imported service:

  1. Edit a service as required:
    • Add workflows and questionnaires if they are not available in the source service (see Creating service questionnaires for more details).
    • Check if costs need to be adjusted.
      Price value from the SRD is imported into the Cost Adjustment field as a One Time payment under the General Category. The Expected Cost from SRD is not imported from BMC Service Request Management (see Cost and quantity adjustments for more details).
    • Add SLAs (see Setting service level agreements for more details).
  2. Publish the edited service (see Approving and publishing services for more details).
  3. Entitle the service to end users (see Entitling end users to services, bundles, and banners for more details).
    You must entitle services to users through virtual marketplaces, because the entitlement details are not imported from BMC Service Request Management.

To import categories from external systems

You can import one or more categories from an external system. When you import categories and their subcategories, BMC Digital Workplace Catalog shall retain the category and subcategory structure. You could also choose to import a single subcategory as a main level category. For information about this process, see Service categories.

To import services exported from another BMC Digital Workplace Catalog system

You might need to copy services from one BMC Digital Workplace Catalog system into another. For information on this process, see Copying services from another system.

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