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 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.

You are not limited to these three service type templates. Here are some typical applications for creating different templates:

• Downloadable forms for all HR services
• Category restrictions on similar 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:

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.

To create a custom template

1. In BMC Helix Digital Workplace Catalog, go to Services > Templates.
2. Click New Template.
3. Enter a unique template name.
    You can change this name later.
4. Click Catalog Profile.
    The Template Editor displays the components for the information that will be entered when you create services based on this template.
5. Save the default template catalog profile, or continue customizing the template.

To add additional template components

1. While editing the catalog profile of a service template, scroll down in the Template Editor, and click Add Component.
   
   
   
   

2. 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.

3. Enter the label to appear above the component from step 2.
4. (Optional) Add a tooltip text to guide administrators as they create services based on this template.
5. (Optional) Drag the fields into the preferred order.
6. (Optional) Specify whether a field is required (indicated by *).
   
   
   
   

Deactivating service type templates

If you no longer need a service type template, you can deactivate it.

To deactivate a service type template

1. Go to Services > Templates.
2. Select the template.
3. Select Actions > Retire.

Default components of new templates

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.

1. While editing the catalog profile of a service template, select Categories > Type of Service.
2. 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.
3. 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.

Examples of restricting categories

You can create different templates that use the same components, but limit the category selection on each template.

• In the following example of a template, all categories are enabled.
  When you create services based on this template, you can choose from a larger list of selected categories.
  
  
  
  
• In the following example of a template, only a few categories are enabled.
  When you create services based on this template, you can choose from a shorter list of selected categories.
  
  

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.

Required licensing

SaaS subscribers who use BMC Helix ITSM or BMC-Helix-Virtual-Agent-Basic-service are entitled to this feature.

Where to go from here

Adding-and-updating-services