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Typical tasks > Service Catalog tasks > Requesting service items

# Requesting service items

The submission process can occur all at once, or you can search for and save a few items in your cart, browse for more items, and then submit the request later. However, if you log out from SRC, the items stored in your Shopping Cart will be lost.

Service Request Catalog is highly customizable. Administrators have the ability to show or hide panels, re-label buttons, and modify various other features of SRC. As such, it is possible that the instructions you find here may vary, or that an entire section (For example, the Support Catalog) of SRC has been removed. Similarly, all buttons and labels in SRC are fully customizable, and may likewise differ from the standard button labels described in the SRC Help Center. If you find a described button or feature is apparently missing, please contact your administrator.
Request a service

The Service Catalog contains items and services. If you need hardware, software, or services from the Service Request Catalog Services Catalog, click the Services tab. Service Request Catalog administrator adds new items as catalog item records organized within the logical master categories or sub-categories. Some items are bundles of related items or services. For example, you might see pre-configured bundles offered to set up new employees with network security, digital badges, and so on. It is easier to order a complete laptop bundle than to order individual items if you are a new employee. Services might include password reset, requesting a subscription, or perhaps increasing the size of a network share. To request a service item, follow these steps:

1. Click the Services tab.

2. Click Browse Catalog to display the list of available categories and items.
3. Select a category to display the available sub-categories.
4. If necessary, select a sub-category.
5. Select an item to display its detailed description.

Add item configuration information

To add item configuration information, follow these steps:

1. Click Request to provide more detailed information.

2. In the Order Information section, follow the onscreen instructions to identify individual or department information. The order information required varies depending on the item or bundle that you request.

   Next to some fields, you can click the Looking glass button to display a pop-up window that shows the complete list of potential entries for the corresponding field. In this pop-up window, you can select directly from the list, or use the search box at the top of the pop-up window. After you select an entry, the field is populated with the value of the first column of the pop-up window. You can click the Erase button to clear the field.

3. Complete all Order Information sections. If there are available options, follow the prompts to choose any options associated with the item. Optional items may increase the base price of the item or bundle when you complete the checkout process.

4. Increase the Quantity if you want to order more than one item.

5. When you complete the configuration, follow one of the following steps:

   - Click Add to Cart to save your item while you browse for others items and then click Submit Cart.
   - Click Request Now to go directly to the checkout process.

   Note: Make sure that you complete all required fields correctly before you click Add to Cart or Request Now. Otherwise, the request is not successful.

Complete the request

To complete the request, follow these steps:

1. In the Delivery Information section, create a name for your request for tracking purposes. For example, type "Inkjet Cartridges." This is helpful if you request the same item frequently. You can also add a description.

2. Provide all required contact information. There must be a contact name and a contact method. If you are placing a request for another person, their name is the Contact Name and you should specify their preferred contact method.

   Next to some fields, you can click the Looking glass button to display a pop-up window that shows the complete list of potential entries for the corresponding field. In this pop-up window, you can select directly from the list, or use the search box at the top of the pop-up window. After you select an entry, the field is populated with the value of the first column of the pop-up window. You can click the Erase button to clear the field.

3. If there are additional sections added to the checkout process, provide any requested information.

4. Optional. In the Attachments section, you can click the Folder icon to add any attachments that might be required to complete the request. Attachment size may be limited by your local environment. If you have problems with an attachment, contact your administrator.

5. You can update any part of the Delivery Information section. The cost area displays the base cost and then lists any recurring costs for each time period (for example, +10 USD/month).

6. When you are ready, click Submit. Service Request Catalog displays a confirmation and a Request ID if the submission process is successful.

   Note: Make sure that you complete all required fields correctly before you click Submit. Otherwise, the request is not successful.

Request for another person

The Request For feature is a handy way to request an item for another employee when they do not have direct access to the Service Request Catalog application. You can only request an item for another person if you have the required permissions as specified in Service Manager. In addition, you can request a service item for another person, but you cannot create a support request for another person. To request for another person, follow these steps:

Note: As the requestor for another person, you can select only items that are available for that person.

1. Click Services and then click Select Employee in the Services Assistant pane.

   Service Request Catalog displays a Contact Search dialog. Use one of these techniques to look up the target employee name:

   - Type at least two letters of a First Name and press Enter. Make sure that you capitalize the first letter. From the list of matches, choose your contact.

   - Type at least two letters of a Last Name and press Enter. Make sure that you capitalize the first letter. From the list of matches, choose your contact.

   - Type at least two letters of a Contact Name and press Enter. Make sure that you capitalize all letters. From the list of matches, choose your contact.

   The name of the contact appears in a Request For bar as long as you are in "Request For" mode for this employee.

2. Click Browse Catalog to display the list of available categories and items.
3. Select a category to display the available sub-categories.
4. If necessary, select a sub-category.
5. Select an item to display its detailed description.

Add item configuration information

To add item configuration information, follow these steps:

1. Click Request to provide more detailed information.

2. In the Order Information section, follow the onscreen instructions to identify individual or department information. The order information required varies depending on the item or bundle that you request.

   Next to some fields, you can click the Looking glass button to display a pop-up window that shows the complete list of potential entries for the corresponding field. In this pop-up window, you can select directly from the list, or use the search box at the top of the pop-up window. After you select an entry, the field is populated with the value of the first column of the pop-up window. You can click the Erase button to clear the field.

3. Complete all Order Information sections. If there are available options, follow the prompts to choose any options associated with the item. Optional items may increase the base price of the item or bundle when you complete the checkout process.

4. Increase the Quantity if you want to order more than one item.

5. When you complete the configuration, follow one of the following steps:

   - Click Add to Cart to save your item while you browse for others items and then click Submit Cart.
   - Click Request Now to go directly to the checkout process.

   Note: Make sure that you complete all required fields correctly before you click Add to Cart or Request Now. Otherwise, the request is not successful.

Complete the request

To complete the request, follow these steps:

1. In the Delivery Information section, create a name for your request for tracking purposes. For example, type "Inkjet Cartridges." This is helpful if you request the same item frequently. You can also add a description.

2. Provide all required contact information. There must be a contact name and a contact method. If you are placing a request for another person, their name is the Contact Name and you should specify their preferred contact method.

   Next to some fields, you can click the Looking glass button to display a pop-up window that shows the complete list of potential entries for the corresponding field. In this pop-up window, you can select directly from the list, or use the search box at the top of the pop-up window. After you select an entry, the field is populated with the value of the first column of the pop-up window. You can click the Erase button to clear the field.

3. If there are additional sections added to the checkout process, provide any requested information.

4. Optional. In the Attachments section, you can click the Folder icon to add any attachments that might be required to complete the request. Attachment size may be limited by your local environment. If you have problems with an attachment, contact your administrator.

5. You can update any part of the Delivery Information section. The cost area displays the base cost and then lists any recurring costs for each time period (for example, +10 USD/month).

6. When you are ready, click Submit. Service Request Catalog displays a confirmation and a Request ID if the submission process is successful.

   Note: Make sure that you complete all required fields correctly before you click Submit. Otherwise, the request is not successful.

At any time, you can click the X in the Request For bar to exit Request For mode.

All information about the item you requested for another appears in your Approved, Pending, Rejected, or Closed lists that you can access from the Dashboard.

Save items

To save items, follow these steps:

1. Click the Services tab.

2. Click Browse Catalog to display the list of available categories and items.
3. Select a category to display the available sub-categories.
4. If necessary, select a sub-category.
5. Select an item to display its detailed description.

Add item configuration information

To add item configuration information, follow these steps:

1. Click Request to provide more detailed information.

2. In the Order Information section, follow the onscreen instructions to identify individual or department information. The order information required varies depending on the item or bundle that you request.

   Next to some fields, you can click the Looking glass button to display a pop-up window that shows the complete list of potential entries for the corresponding field. In this pop-up window, you can select directly from the list, or use the search box at the top of the pop-up window. After you select an entry, the field is populated with the value of the first column of the pop-up window. You can click the Erase button to clear the field.

3. Complete all Order Information sections. If there are available options, follow the prompts to choose any options associated with the item. Optional items may increase the base price of the item or bundle when you complete the checkout process.

4. Increase the Quantity if you want to order more than one item.

5. When you complete the configuration, follow one of the following steps:

   - Click Add to Cart to save your item while you browse for others items and then click Submit Cart.
   - Click Request Now to go directly to the checkout process.

   Note: Make sure that you complete all required fields correctly before you click Add to Cart or Request Now. Otherwise, the request is not successful.

To save the item, make sure you select Add to Cart. Even if you log out and start a new session later, your item will remain in the cart until you complete the request or delete the item.

Resubmit a request

To resubmit the request, follow these steps:

1. Click your login name on the right side of the header.

2. Select Request History from the drop-down list.

3. Click Pending (or Denied).

4. Select a pending or denied request that you want to modify and resubmit.

5. Click the arrow in the View column to see the request details.

6. Click Resubmit to enter Resubmit Mode. A Resubmit Mode header bar appears. As long as it appears, you are in "Resubmit Mode."

7. Do one of the following:

   - Click Edit to change order information or item options.

   - Click Remove to delete an item from the resubmitted request.

8. When your changes are complete, click Update.

9. Click Submit Cart. The Delivery Information and Preferred Contact Method sections automatically populate with the original information. You cannot edit this information.

10. In the Comments section, you must type a comment to describe the reason you are resubmitting the request.

11. Click Submit. You should receive a confirmation message immediately.

12. Click Status to review your request status or Services to create new requests.

At any time, you can click the X in the Resubmit bar to exit Resubmit mode.

Add a comment to a request

To add a comment to a request, follow these steps:

1. Click your login name on the right side of the header.

2. Select Request History from the drop-down list.

3. Click Approved, Pending, or Denied.

4. Select the request that you want to modify.

5. Click the arrow in the View, column to see the request details.

6. Click Comment & History. Under the History section, enter your comments in the Comment text box, and then click Post.

The comment will appear in the Activity Log.

Close a Service Catalog request

If you change your mind about a pending Service Catalog request, you may want to cancel (or close) that request before it reaches the point of fulfillment.

You cannot close a Service Catalog request directly from the Service Request Catalog interface. You must close it from the Service Manager client view, or from the Service Manager Enterprise Self Service (ESS) interface.