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Setting up sections in the Catalog

The MyIT Catalog enables you to make requestable services, items, and knowledge articles from any configured providers available in a single location. Group requestable services, items, knowledge articles, and HR solutions into different sections for MyIT end users to request. HR solutions can include eForms, which replace paper and PDF forms.

Before you begin

Read the use case for requesting services and apps. If you plan to include HR requests, read the use case for requesting HR assistance. The catalog can be populated from multiple sources. The following diagram illustrates those sources and the enablement tasks before you can set up the catalog sections.

request services overview

Configure integrations with the sources for items in the catalog, as described in the following topics:

MyIT Catalog section examples

MyIT includes predefined catalog sections, which you can display in your catalog. You can also create new catalog sections to group together items by category or individual items.

Catalog example

Note

The shopping cart in the preceding illustration is available only when MyIT is integrated with MyIT Service Broker.

MyIT Banner section examples

If you want to draw attention to specific services, promote calls to specific user actions, or provide general purpose information, you can set up one or more sections to display promotional banners

The option to display interactive promotional banners is available only when MyIT 3.3 is integrated with MyIT Service Broker 3.3 or later, or if licensed as MyIT Digital Workplace. MyIT administrators can create sections to display the available banners, and place the sections anywhere in the catalog where users can see them. The banners are made available by MyIT Service Broker or MyIT Digital Workplace administrators, who create the banners, assign their device targets and click behavior, and set the appearance schedule.

Banners can be configured in three different sizes.

When only one image is provided by the MyIT Service Broker administrator, MyIT scales the available images to match the required sizes of the banner sections established by the MyIT administrator.

Large (Hero) banner viewed on desktop devices

Large (Hero) banners are displayed one at a time and cover the width of the screen. When a banner section contains more than one image, the MyIT user can scroll banners horizontally as a wraparound carousel.

If a large (hero) banner section is the topmost section of the MyIT Catalog, the banner images advance to the next image automatically, pausing approximately six seconds between images.

Mobile (Hero) banner viewed in native mobile applications

Mobile (Hero) banners are displayed one at a time and cover the width of the mobile device. When a banner section contains more than one image, the MyIT user can scroll banners horizontally as a wraparound carousel.

If a mobile (hero) banner section is the topmost section of the MyIT Catalog, the banner images advance to the next image automatically, pausing approximately six seconds between images.

In the following example, the MyIT Service Broker administrator provided a specific version to appear on mobile devices.

Small (Feature) banner viewed both on desktop devices and in mobile applications

Feature banners are smaller images that appear in a series that the user can scroll horizontally back and forth between the first image and the last. The banners appear as approximately the same size on desktop and mobile devices, so fewer banners appear in a mobile application than on a desktop.

In the following example, the MyIT Service Broker administrator provided specific small (feature) size banners for the promoted items.

Promotional banner behavior

Banners are typically used to open a request for a service or go to a website address. You can also configure banners with no interaction to display promotional information only.

If you are using MyIT Service Broker, you can control who should be able to see the banners, and direct a different banner click response based on the user's device. You can also schedule the banners to appear only within a specific time period.

To set up a section for promotional banners, see Creating a new catalog section for banners.

 

Creating a new catalog section

In the MyIT Administration Console, you can create sections to hold service requests and other self-help items from all providers.

  1. On the Service Requests tab, select Catalog > Catalog Sections.
  2. Click Add.

  3. Using the language of the default locale, enter a name for the catalog section.

  4. (Optional) Select alternate locales and enter the name in the language of the corresponding locales.
  5. Select Section type: Items to include service items one at a time, or link to a specific category.
  6. Select one of the following options:
    • Link Predefined Groups to this Section —Associate this section with a BMC Service Request Management, MyIT Service Broker, or BMC HR Case Management category.
    • Choose items to add to section—Add items from any available category to this section.

    Note

    These options are not available when you modify a catalog section.

  7. Add service items or service categories as described in Adding individual service items to a catalog section.

Creating a new catalog section for banners

Banners are available if you are using MyIT 3.3 together with MyIT Service Broker 3.3.00 or later, or if you are using MyIT Digital Workplace. When using either of these configurations, you can create sections to contain a single banner, or multiple banners.

For information about creating banner images, and configuring device visibility, click-through actions, and display schedules, see Promotional banners in the MyIT Service Broker 3.3.00 online documentation.

  1. On the Service Requests tab, select Catalog > Catalog Sections.
  2. Click Add.

  3. Using the language of the default locale, enter a section name. The name does not appear anywhere in the catalog. The name is just a means to identify the section.

  4. Select Section type: Banners  to include one or more MyIT Service Broker banners.
  5. Select from the Available banners.

    • To select a range, press Shift+Click.

    • To select multiple, individual banners, press Ctrl+Click (Windows), or CMD+Click (Mac).

    • Click Add all to add all banners.

    Note

    The Available banners list displays only banners that are in Published status in MyIT Service Broker. MyIT users shall only see the banners that have been entitled to them, within the visible time range scheduled in MyIT Service Broker.

  6. To remove a banner from the Selected banners list, click the X, or optionally, click Remove all.
  7. Select the preferred Sort order, and Banner size.
  8. Click Save
  9. Arrange the row where the banner section should appear in the catalog.
    Follow the instructions in Displaying the catalog section in MyIT.

Adding individual service items to a catalog section

You can add services from any configured service providers, such as BMC Cloud Lifecycle Management, BMC HR Case Management, MyIT Service Broker, and BMC Service Request Management. You can add How-to items (which are configured in MyIT) and Quick Links (which are populated from BMC Service Request Management). You can add knowledge articles that are configured in BMC Remedy IT Service Management. You can add knowledge articles from BMC Remedy ITSM and from BMC HR Case Management. Each catalog section can contain services, knowledge articles, or both from one or more providers.

If you are adding BMC Service Request Management and MyIT Service Broker items, you can also link predefined categories instead of individual items.

  1. On the Service Requests tab, select Catalog > Catalog Sections.
  2. Select the catalog section to which you will add items.
  3. Select Items to Add to Section.

  4. From the Item categories list, select the service category that has the items you want to add.
    ( Optional ) You can also search for categories that contain service items with names that match the text you enter. Multiple words are searched as a phrase.
  5. Select the items.
    • If you are adding items from the Knowledge articles category, you are prompted to search for knowledge articles. Search for knowledge articles and select them.
    • For other categories, from the column on the right, select items.
  6. Click Add Selected Items.
  7. Repeat steps 4 through 6 until you are finished adding items to this catalog section.

Linking predefined groups to a catalog section

If you did not select Link predefined groups to this section when you created the catalog section, you must create a new section.

  1. On the Service Requests tab, select Catalog > Catalog Sections.
  2. Select the catalog section to which you will link categories.
  3. From the Available Items list, select a service category to link.

  4. Click Link Selected Category.
    You can link only one category to this section.

Configuring the catalog display

  1. Select a sort order and number of items to display on the desktop. 

     Field descriptions

    Sort Order

    This selection affects the sort order of the main catalog page only.

    • To have the system automatically sort the catalog tiles, select Alphabetically.
    • To manually arrange the items by using the Move Up and Move Down buttons, select Custom.

    Item layout

    This selection affects the layout of items on the catalog page.

    • Small is recommended if there are large number of items in a section.
    • Large is recommended for featured items.

    Number of items displayed on desktop

    • To display all service item tiles for a section on the main catalog page, select Carousel.
    • To limit the number of service tiles for a section on the main catalog page, select 8, 12, or 16.
      (The user clicks View All to see all section tiles.)
  2. When you are finished with your selections, click Save.

Displaying the catalog section in MyIT

  1. On the Service Requests tab, select Catalog > Settings.
  2. From the column on the left, select the catalog section to display.
  3. Click Add >.

  4. In the column on the right, reorder the catalog sections.
  5. Click Save.

Removing a catalog section

  1. On the Service Requests tab, select Catalog > Catalog Sections.
  2. Select a catalog section to remove.
  3. Click Remove.

  4. Confirm all prompts.

Predefined catalog sections

MyIT includes predefined catalog sections. The specific sections that are available to you depend on which products you have integrated with MyIT. You can configure the name, item layout, and number of items displayed for each of these predefined sections .

Catalog sectionIntegrated productDescription
Most Viewed HR SolutionsBMC HR Case ManagementBMC HR Case Management tracks how many times each HR solution is viewed.
Most Viewed HR ArticlesBMC HR Case ManagementBMC HR Case Management tracks how many times each HR article is viewed.
Most Common IT RequestsBMC Service Request ManagementBMC Service Request Management tracks how many times each SRD is requested.
Quick LinksBMC Service Request ManagementQuick Links contain the Quick Pick list that you set up with requests from BMC Service Request Management.
How-To ResourcesBMC Knowledge Management ManagementHow-To Resources contain knowledge articles that you import from BMC Knowledge Management and links to external resources, which you can define in MyIT. For more information, see Setting up self-help resources.
All items and servicesMyIT Service BrokerThis category includes all available items and services from MyIT Service Broker.

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Comments

  1. Kitso Madume

    I cannot export this page to PDF

    Aug 03, 2017 08:22
    1. Tony Chung

      Hi Kitso,

      To export this page, go to the menu, click the gear and select Export to PDF.

      Select the template BMC Standard (Global). Ignore the "(Deprecated)" warning.

      Thanks,

      -Tony

      Aug 03, 2017 12:21
      1. Kitso Madume

        Hi Tony,

        I used to have that option but now I only have export to word and html but not pdf

        Aug 04, 2017 03:34
  2. Tony Chung

    Hi Kitso. I asked wiki support for assistance. They confirmed that your account should should be able to Export to PDF. Even an anonymous user who is not logged in can see this option. I verified that Export to PDF appears in all browsers even when I am not logged in.

    They recommend that you may want to log out, or refresh your browser cache

    Aug 04, 2017 12:23