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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
Introduction 1
Overview of Service Designer 1
What is a Perfect Service? 3
CHAPTER 2
Preparing to Design Services 5
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
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
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
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
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
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 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
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
Use Case of Designing a Service to Select Laptop 323
APPENDIX B
Namespaces 327
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
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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