Managing service type templates
Service template use cases
Service catalog administrators can create new service templates to:
- Standardize the appearance of related service catalog profiles.
- Restrict the number of available categories to assign to services built from a template.
- Provide descriptive context to other administrators who create catalog profiles.
The following illustration shows the Service Templates screen.
The following default service templates show the information you can store in a catalog profile. You can edit these templates and create additional templates to customize the catalog profiles for your services.
|Software-as-a-service or cloud-hosted application. Includes the most common fields for creating a rich catalog profile that includes an image and video carousel header above the service information, and a resources section.
|Desktop application that requires installation. You can specify an operating system platform when creating the service.
|A simplified template with minimal information and without an image and video carousel.
You are not limited to these service type templates. Here are some typical applications for creating different templates:
Downloadable forms for all HR services
Many HR services require a user to download and complete one or more forms to return to the HR agent. The service catalog administrator can create a template for HR services that includes a file resources component. When the administrator creates a new service using this template, the catalog profile shows an empty file resources section. The administrator can then add an entry to upload each file the user must download. The administrator can also provide website links for the user to visit.
Category restrictions on similar templates
When you create and modify service type templates, all the categories in the system are shown. However, only the categories that you enable in a template are available when you create services based on the template. Services do not automatically inherit the categories you enable on a template. You must attach categories to the service catalog profiles directly.
For instance, see how the category restrictions could apply by using the following templates:
|Categories that can be selected
|Office equipment, Maintenance
|Computer hardware, Computer peripherals and accessories, Networking
|Computer software, Mobile applications, plus all subcategories of these categories
|Human resources, plus all subcategories
If you plan to use categories, create several templates with the same underlying structure, and limit the category selection for each template. You can then ensure that all services based on a specific template will be grouped within only a selected number of categories.
Before you begin
If you plan to use categories, create the service categories.
Creating custom service type templates
When you create or edit a service type template, you are not altering a service directly. You are changing the underlying structure of the catalog profile only.
BMC Helix Digital Workplace Catalog enables you to create templates in multiple languages. For more information, see Localizing catalog items.
To create a custom template
- In BMC Helix Digital Workplace Catalog, go to Services > Templates.
- Click New Template.
- Enter a unique template name.
You can change this name later.
- Click Catalog Profile.
The Template Editor displays the components for the information that will be entered when you create services based on this template.
- Save the default template catalog profile, or continue customizing the template.
To add additional template components
- While editing the catalog profile of a service template, scroll down in the Template Editor, and click Add Component.
Select one of the following component types for entering information into the service catalog definition:
Component Description Dropdown list Selection of predefined options to be shown when a service catalog profile is being created. Text Field Single line text input. Text Area Multiple line text input. Rich Text Area WYSIWYG content editor. File Resources Files list and web links.
- Enter the label to appear above the component from step 2.
- (Optional) Add a tooltip text to guide administrators as they create services based on this template.
- (Optional) Drag the fields into the preferred order.
- (Optional) Specify whether a field is required (indicated by *).
When you update a service type template that has already been applied to service catalog profiles, the services are updated in the background to include the changes.
Deactivating service type templates
If you no longer need a service type template, you can deactivate it.
You cannot delete service type templates.
To deactivate a service type template
- Go to Services > Templates.
- Select the template.
- Select Actions > Retire.
Default components of new templates
Provide values for the following required components, when you create a service using this template.
|An image, which appears on the service tile.
|Short description, which appears on the service tile of the catalog.
|Image and video management area, which is presented as a rich media carousel in service catalog profile previews.
|Rich text area, where you provide more information to help the users to make informed decisions when they request your services.
Many service type template fields support a rich text editor that enables basic character formatting, bullet and numbered lists, and links to web URLs. While the text fields may support pasting text copied from a web page, the results might not be desirable.
To restrict categories in a template
You can restrict the number of categories that can be assigned to services based on a template. When you offer fewer categories at the template level, you can direct administrators to choose only specific categories when creating services using this template.
- While editing the catalog profile of a service template, select Categories > Type of Service.
- Select or clear the category check boxes in the list.
If you select a subcategory, its parent category is also selected.
Categories that are not selected are hidden when a catalog administrator creates services based on this template.
- If you prefer to disable category selection completely, toggle Type of Service to off.
The option to attach categories will be removed when a catalog administrator creates services based on this template.
If a user cannot see the categories, the user might be assigned to conflicting permissions groups in BMC Helix Digital Workplace Catalog. For information about user permission groups, see Setting up user accounts and granting access to BMC Helix Digital Workplace Catalog.
You can create different templates that use the same components, but limit the category selection on each template.
Subcategories are not available automatically
If you want an administrator to be able to attach subcategories to the catalog profile, expand the subcategory list when you create a template. By expanding the top-level category, you enable the subcategories, unless you clear the check boxes.
|If you enable
|The administrator can attach the following categories to services
Only top-level categories enabled
One top-level category expanded
Top-level categories and subcategories enabled