User Request and Service Catalog

Dependencies with the service catalog
 

The "Helpdesk" module is linked to the service catalog in order to:

• define which services and service subcategories can be selected for a given customer

• define to which team an user request can be assigned

• compute time to own (TTO) and time to resolve (TTR) deadlines

The list of services displays only the service that have been purchased by the selected customer via a customer contract. The list of service subcategories displays only the subcategories corresponding to the selected service and the selected request type.

The following picture describes the relationships between the service catalog elements and user requests.

Only services with a defined "Service family" are displayed in the enhanced portal.