Cisco Prime Service Catalog 11.1 User guide

Cisco Prime Service Catalog 11.1 Designer Guide

First Published: October 09, 2015

Last Modified: May 25, 2016

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CONTENTS

Preface

Key Terms xvii

CHAPTER 1

Introduction 1

Overview of Service Designer 1

What is a Perfect Service? 3

CHAPTER 2

Preparing to Design Services 5

Defining the Service Taxonomy 5

Setting Up Services 6

CHAPTER 3

Configuring Categories and Service Items for Services 11

Configuring the Service Catalog Home Page 11

Configuring Categories and Service Items for Services 12

Categorizing Services 12

Creating Categories 12

Configuring a Category 13

Removing Categories, Subcategories, and Services 19

Defining Service Items for a Service 20

Role to Access Service Item Manager 21

Configuring Access to My Service Items 21

Administration Setting for My Items Portlet 21

Roles with Service Item Access Capability 22

Creating a Service Item Group 22

Creating Service Items 23

Configuring Service Items 25

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Configuring Service Item Definition 26

Adding a Custom Web Page For Displaying Service Items 27

Associating Services for a Service Item 27

Adding Conditions to an Associated Service 28

Understanding Service Items Policies 28

Configuring a Service Item Policy 30

Configuring Timebound Policy 32

Configuring Custom-Defined Status For a Service Item 32

Defining a Status Transition 33

Defining a Finite State Transition for a Service Item 33

Defining Permissions to Perform Operations for Service Item Types 34

Customizing My Stuff Page 35

Displaying Out-of-Box Service Item Attributes 35

Managing Service Item Attributes 35

Importing Service Items from an External System 37

Importing Service Item from File 38

Configuring Status for a Service Item 39

End User’s View of Service Items 40

Viewing My Service Items 40

Managing Service Items on an External System 40

CHAPTER 4

Configuring Forms for a Service 43

Introduction 43

Configuring Service Form Fields Using Dictionaries 43

Types of Dictionaries in Prime Service Catalog 44

Internal Free-Form Dictionaries 44

Internal Person-Based Dictionaries 44

Service Item-Based Dictionary 45

Adding Service Item-Based Dictionary 45

External Dictionaries 48

Automatically Included Reserved Dictionaries 49

Automatically Included Integration Dictionaries 51

Creating a Dictionary Group 51

Creating a Dictionary 51

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Defining Permissions to Edit Dictionaries During Service Requisition 57

Adding Access Control Settings to a Specific Service 60

Defining Standards in Service Design 60

Creating Standards Group 61

Adding Role Based Permissions for Editing Standards 62

Configuring Standards 62

Adding Data to the Standards Table 63

Importing Standards 63

Importing Standards from File 63

Configuring Service Form Appearance and Behavior Using Active Form Components 64

Creating an Active Form Group 65

Assigning Group Level Permissions to Design Service Form 65

Creating an Active Form 66

Configuring an Active Form 66

Adding Dictionaries to a Form 67

Defining the Appearance of a Form 68

Designing Grid Dictionaries for Fields with Multiple Data Instance 72

Configuring Dynamic Form Behaviors Using Form Rules 74

Creating Conditional Rules 74

Best Practices/Guidelines for Constructing Conditions 78

Conditional Rules and ISF for Grid Dictionaries 87

Conditional Rule as Applied to Grids 87

ISF in Grids 88

Creating Dynamic Data Retrieval Rules 89

Prerequisites to Creating Data Retrieval Rules 89

Fields on Select Triggering Events page 94

Performance Considerations Before Choosing Data Retrieval Rules Types 94

Modifying Active Form Rules 95

Adding Form Rules to a Service Form 95

Adding Form Rules to a Service Form Field 96

Defining Form Behavior for Service Item-based Dictionaries 97

Configuring Display Properties for Service Item-Based Dictionary 97

Using Service Items in Dynamic Data Retrieval Rules 97

Displaying Service Form as a Wizard 98

Customizing the Service Form Using Custom Pagination 99

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Interactive Service Forms (ISF) API Overview 102

When Should You Use ISF and JavaScript? 102

ISF Components 103

Specialized Field-Level Functions 111

Integrating ISF Code into Service Forms 113

Adding JavaScripts 114

Adding Arguments to a JavaScript Function 115

Associating Libraries with JavaScript Functions 116

Reviewing Forms With JavaScript 117

Creating JavaScript Libraries 117

Adding Functions Arguments to JavaScript 118

Adding JavaScript Function to a Field-Level Event 119

Using JavaScript 122

Associated Controls (Buttons and Links) 123

ISF Coding and Best Practices 124

Architecture/Storing ISF Scripts 124

Advantages of Using Libraries 124

Structuring and Using Libraries 125

Recommended Naming and Coding Standards 125

ISF Function Names 125

Code Placement 126

Code Formatting 126

ISF-Specific Best Practices 126

Authoring JavaScripts 126

Creating a Library 127

Copying the Library to the Application Server 127

Including the Library in Service Forms 127

Loading the Library by Including it in a Function 127

Loading the Library via the Library Check Box 127

Verifying 128

Writing Custom JavaScript Functions 128

Attaching the Function to the Appropriate Events 128

Testing 128

Guidelines for Designing Optimal Service Forms 129

Server-Side Data Retrieval Rule 135

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Importing Service Items and Standards using Service Link 136

Import File Format For Service Items and Standards 137

Syntax for a Service Item Import File 137

Service Item Subscription Processing Rules for Imported File 141

Example: Service Item Import File 143

Example: Standard Import File Example 148

Service Item Import DTD 151

CHAPTER 5

Configuring Services and Service Bundles 153

Creating a Service Group 153

Creating a Service 158

Forecasting Due Dates 163

Configuring Bundles of Related Services 164

Work flows for Bundling Services 164

Customer View of Bundles 172

Defining Service Level Permissions to Order a Service 173

CHAPTER 6

Designing Plan for Delivering Services 175

Configuring Delivery Tasks 176

Defining Delivery Tasks 178

Defining Delivery Activities for a Task 179

Defining Service Item Task in a Delivery Plan 188

Service Item Subscription Processing Rules 189

Service Item Task Operations 191

Configuring an External Task 192

Defining External Tasks in the Workflow 192

External Service Item Task Operations 192

Defining Directory Tasks in the Workflow 193

Configuring AMQP Tasks for Publishing Service Request to an External System 199

Configuring AMQP Tasks for Publishing Request to Cisco Process Orchestrator 200

Encrypting AMQP Tasks 200

Creating Service Delivery Tasks for Granting and Revoking Permissions for a Service

Item 201

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Creating a Scheduled Start For a Delivery Task 202

Defining Task Participants 203

Defining Email Notifications for Delivery Tasks 204

Adding Task Instructions 205

Creating Checklist For Completing a Task 206

Configuring Escalation Email for Delayed Tasks 206

Designing Service Delivery Workflows 207

About Graphical Workflow Designer 209

Creating a Delivery Plan using Graphical Designer 212

Graphical Designer vs. Plan Tab 217

Configuring Authorizations 217

Authorization Types 218

Configuring authorization, reviews, escalations tasks 218

Using the Site Authorization Scheme 221

Configuring Authorizations for use with Service Link 221

CHAPTER 7

Configuring Rates and Accounts For Billing 223

Introduction 223

Configuring a Billable Rates 224

Creating a Billing Group For Similar Rates 224

Configuring Rates for a Service Item 225

Configuring Accounts for Billing Transactions 227

Defining Attributes for an Account 227

Creating an Account 228

Configuring Billing Rates Based on Usage (Agreements) 229

Adding Agreement Templates 229

Adding an Agreement 230

Creating Sub-Agreements 231

Pricing a Service 232

Pricing Options and Dynamic Pricing 232

Computing the Price for a Service 235

CHAPTER 8

Additional Configurations For Designing Services 237

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Defining Service Objectives 237

Formatting Service Presentation 238

Adding an Image to a Service Presentation 238

Previewing the Service Presentation 238

Adding Descriptive Information For a Service 239

Setting Keywords for Search 240

Adding a New Keyword 241

Associating Keywords with Services 241

Removing Keywords from Services 241

Adding a Service Objective 242

Deleting Objectives 243

CHAPTER 9

Managing the Services and Attributes 245

Managing Service Request Initiated by Other Authorized Person (Order-On-Behalf) 247

Retrieving Service Items, History, and Subscriptions 248

Duplicating Services 249

Exporting and Importing a Service 249

Editing the Exported XML File 250

To import a service: 251

Copying a Service 251

Tracking Service Design Changes 252

CHAPTER 10

Designing Application Stack Using Stack Designer 253

Providing Application Stack as a Service 253

Configuring Prime Service Catalog to Use Puppet Enterprise 255

Designing and Deploying Application Components 257

Defining Properties for a Stack Designer Resource 262

Configuring Standard/Recursive Services for Stack Designer 263

Configuring Associated Service for a Recursive Service 264

Adding a Resource to the Stack Designer 265

Creating Application Stack in Stack Designer 266

Tracking and Troubleshooting Application Provisioning Process 267

CHAPTER 11

Designing Portlets and Portals Using Portal Designer 269

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Designing Portlets and Portals Using Portal Designer 269

Portal Designer Roles and Capabilities 270

Configuring Portlets 271

Creating and Configuring User-Defined Portlets Using Portal Designer 271

Creating a New Portlet 272

Configuring Portlet View 274

Defining Portlet Filter Criteria 275

Configuring Portlet Permissions 277

Defining HTML and JavaScript Portlets 277

HTML Portlets 278

JavaScript Portlets 278

Rendering Data in EXTJS Grids 280

Configuring Custom Content Portlets 281

Creating and Configuring a Custom Content Table 281

Creating and Configuring JSR Portlets 282

Process for Configuring JSR Portlets 282

Deploying JSR Portlets 282

Before You Begin 282

Procedure 284

284

Adding JSR Portlets to the Portal 284

Removing JSR Portlets from the Portal 285

Migrating JSR Portlets between Portals 285

Customizing Reserved Portlets 285

Search Portlet 285

Order Status Portlet 286

Approvals Portlet 287

Integrating Service Catalog Entities in Portlets 287

Content Definition 288

Core Entities 289

Categories 289

Services 292

Agents 293

Requisitions 294

Authorizations 295

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Tasks 296

Organizational Units 297

Persons 298

Groups 299

HTML/JavaScripts 299

Service Items 299

Standards 300

Configuring Portal Pages 300

Creating a Portal Page 300

Modifying Page Configuration 301

Adding Portlets to the Portal Page 303

Granting Portal Page Permissions 303

Configuring Site Homepage 304

Configuring Subscribed Users 304

Configuring Global Settings for Portlets and Portals 304

Importing and Exporting Portal Content 309

Contents of an Exported File 309

Portlet Contents 310

Portal Contents 310

Exporting Portal Content and Portal Pages 311

Importing Portal Content 311

Troubleshooting Import Failures 311

CHAPTER 12

Localizing Service Catalog 313

Overview 313

Localization Workflow 314

Accessing Localization Module 315

Translating Application Strings 315

Supported Strings for Localization 315

Finding a Resource ID for a String 316

Translating Content Strings 316

Adding a Language 316

Enabling the Language for End Users 317

Translating Strings 317

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Translating Product Strings 318

Translating Content Strings 318

Translating Email Templates 319

Translating JavaScript Strings 319

Translating Multiple Strings 320

Editing Exported CSV File with LibreOffice 320

Set Field delimiter is set to comma 321

Migrating Translated Content 321

Verifying and Updating Out of Sync Strings 321

Managing Localization 321

Activating and Deactivating a Language 322

Deleting a Language 322

Configuring the Page View for Product Strings 322

Using the Application with your Preferred Language 322

APPENDIX A

Use Case of Designing a Service to Select Laptop 323

APPENDIX B

Namespaces 327

References 328

Nodes 328

Expressions 329

Configuring an Expression 329

CN (Common Name) Assignments 330

ID (Identifier) Assignments 331

LOGINNAME Assignments 331

QUEUE Assignments 331

Namespace Usage in an Email Template 331

Defining an Email Template 332

Whitelist Images in Email Template 332

Recipients 333

Subject 333

Body 334

Site URL Namespaces 334

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Site URL Configuration 335

Service Link Message Namespaces 336

Service Manager Task Details URL 336

Namespace Processing and Alternate Values 336

Namespace Usage for Policy Configuration 337

Namespace Usage for Authorizations and Reviews 339

Subject 340

Assigning from an Expression 341

Delivery Plans and Tasks 342

Namespace Usage for Delivery Tasks 343

Project Manager for the Delivery Plan 343

Monitoring Task Subject 343

Delivery Task Name 343

Assigning Roles (Performers and Supervisors) to the Task 344

Conditional Statements 344

Conditional Authorization and Review Tasks 344

Conditional Delivery Plan Tasks 346

Evaluating the Condition 346

Evaluate condition when authorization/delivery phase starts 346

Evaluate condition when activity becomes active 347

Re-evaluate Expressions as plan advances 347

Start of a Phase and Start of a Task 347

Syntax for Conditional Statements 347

Tips and Techniques 350

Namespace Reference 350

Namespace Objects and their Relationships 350

Email Namespace Elements 352

OU-based Authorizations and Reviews 352

Tasks and Service Group Authorizations/Reviews 352

Conditional Namespace Elements 353

OU-based Authorizations and Reviews 353

Tasks and Service Group Authorizations/Reviews 354

Organizational Unit-Based Namespaces 354

Person-Based Namespaces 355

Customer Namespaces 358

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Performer Namespaces 358

PeformerQueue Namespaces 359

Initiator Namespaces 359

Functional Positions 360

Namespace Variables for Bundled Services 360

Lightweight Namespaces 361

Customer-Based Namespaces 362

Initiator-Based Namespaces 365

Process Namespaces 368

Requisition Namespaces 369

Message Namespaces 369

APPENDIX C

Form Rule and ISF JavaScripts UseCase Analysis 371

Form Rule and ISF JavaScripts Use Case Analysis 371

Use Case Analysis 372

Detailed Design 372

Scenario #1: Dynamically Adjusting Form Appearance and Behavior 372

Functional Requirements 372

Dictionary/Form Design 373

Detailed Rules Design 373

Conditional Rule Implementation 373

The Triggering Events 374

Build the Service Definition 374

Test 374

Testing Follow up and Results 374

Scenario #2: Manipulating Customer and Initiator Information 374

Functional Requirements 374

Dictionary Design 375

Form Design 375

Detailed Rules Design 376

Conditional Rule Implementation 376

Build the Service Definitions and Test 376

Scenario #3: Securing Sensitive Data 376

Functional Requirements 376

Approach 1 –Hide the Dictionary and Fields 376

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Approach 2 –Use Encryption 377

Approach 3 –Use Secure String 377

Approach 4–Use Server-side Rules 377

Scenario #4: Computing a Value in a Form 378

Functional Requirements 378

Dictionary/Form Design Requirements 378

ISF Detailed Design 378

JavaScript Code and Events 378

Refactored JavaScript Code 379

Scenario #5: Formatting Two Fields in a Form 379

Requirements 379

JavaScript 379

Server-Side Associated Controls 381

APPENDIX D

Key Terms 383

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Key Terms

The following are some key terms to be familiar with when using Service Designer.

Table 1: Key Terms Table

DefinitionTerm

Reusable forms that are built from one or more

dictionaries and configured for use in one or more

service forms. Active form components are the

building blocks of a service form, and dictionaries,

along with active form rules, are the building blocks

of a form component.

Active Form Components

A task during which the performer reviews, approves,

or rejects the service requested.

Authorization

A Permission grants rights to act upon an object. For

example: Order for Others (of a person or OU).

Permission

Search Facets allows the service designer to specify

one or more facets, which each service can assign a

value to. For example, for a “Available Location”

facet, a service may have the values, Europe and

Americas, while another service has the value Japan.

An end user can narrow down the list of available

services in their view but select the facet value they

want.

Search Facets

The individual to whom a service is being delivered.

The customer and the initiator are typically the same

person, except in cases when an initiator orders a

service for other people, such as an executive

assistant ordering a service for the executive.

Customer

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DefinitionTerm

Reusable groups of fields created for use on a form

component that may, in turn, be used in multiple

service forms. A dictionary defines the individual

data items that are used in a service request.

Dictionary

A standard email that can be sent upon the initiation,

completion or other milestone associated with of a

particular task. Email templates can be associated

with particular services.

Email Template

Notifications triggered at specified intervals after a

task is not completed by its due date.

Escalation

The requestor of, or person who orders, a service

from the service catalog. The customer and initiator

can be the same person.

Initiator

A JavaScript API that allows designers to customize

the behavior of a service form using JavaScript. ISF

coding supplements the use of active form rules to

add further interactivity and a richer user interface

to the service form.

Interactive Service Forms (ISF)

Service Catalog manages the events from ordering

through service completion as a sequence of discrete

system moments or phases. The completion of one

moment is the prerequisite for the beginning of the

next moment in the sequence.

Moments

Tracks what point of the requisition life cycle the

requisition is in. The system moment evolves from

ordering state to finally service completed state, as

shown below:

Ordering > Pricing > Authorizations > Service

Delivery > Service Completed

System Moment

A process packaged and presented as a product the

end user can order/request.

Service

The module that defines integrations with external

systems; such integrations can be used within a

delivery plan as external tasks, reviews, or

authorizations.

Service Link

A folder that contains a group of similar services.

Services are organized into service groups as a way

to facilitate the service design process.

Service Group

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Key Terms

DefinitionTerm

A product or intangible asset that can be provisioned

via a service request and whose history can be

tracked in the My Services and Service Item Manager

modules.

Service Item

The individuals (or groups of individuals) who

perform the steps to deliver the service.

Service teams are organizational units created and

managed in the Organization Designer module.

It is critical to specify the appropriate service team

for a service group. “Service Team”is listed as a

default participant when configuring dictionary

Access Control. This allows members of the service

team to view or edit dictionaries in the service

delivery moment of service fulfillment. All members

of the service team are automatically able to perform

work on all tasks defined in services in their service

group. Other service teams need to be listed as

“Additional Participants”in the Access Control subtab

for the form components used in the service in order

to perform tasks in the service.

Service Team

Functional positions are associated with service

groups and their member of the specified service

team who is currently assigned to that position.

A functional position is a job description associated

with one of the following:

•Organizational Unit

•Service

•Service Group

In Service Designer module, you may assign

functional positions to be performers of activities in

the authorization, review, and delivery processes to

avoid referring directly to people or queues. You

may also use functional positions to identify the

recipients of escalation notifications.

For example, an email may be directed to the

“Escalation Manager”for a particular organization

or service group, rather than being routed to a specific

person or queue. Or you may simply use some of the

functional positions to document the person or other

entity responsible for a particular service group or

service.

Functional Position

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Key Terms

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Key Terms

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Cisco Prime Service Catalog 11.1 User guide

Cisco Prime Service Catalog 11.1 User guide

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