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Configure Process Attributes and Products
Define the data requirements and specific offerings for your service process. First, select the attributes needed to capture structured, essential information. Then, choose the products available for fulfillment to make sure that your team has the exact context and items required for resolution.
Required Editions
Define Attributes
Attributes appear as fields on the intake form to collect data from requestors. You select these attributes from three distinct sources: the Process Type (attributes related to the object you selected, such as Case, Incident, or Service Request), the Context Definition, or by defining custom attributes to capture unique data requirements. After selecting attributes, you can reorder the attributes by dragging and dropping them within or across sections.
- From the Service Processes tab on the Unified Catalog home, open the service process you want to configure. If you created a service process, the Attribute & Products page opens.
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Use the canvas in the right panel to add attributes to the new page. Enter a name for the
page and click New Attribute.
The Add Attributes page opens.
- Select all the attributes that you want to include in the intake form for the case, incident, or service request process type.
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Select the Context Definition Attributes tab.
- From the Context Definition field, select a context definition to view all its attributes.
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Select all the attributes that you want to include in the intake form.
Note To see context definition attributes, first create context definitions andassociate them with Unified Catalog.
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Select the New Custom Attribute tab to add a custom attribute.
- Specify the details, including a name and description for the attribute.
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Select a data type for the attribute and set the values.
Based on the selected type, specific fields appear to fill. Data type examples include Lookup, List of Attachments, Email, Multi-select values, Time, Range, Radio button, URL, and Telephone.
- Select a value from the Display Width field for the attribute. The value determines the width of the entry field on the generated intake form.
- Turn on any other settings based on your requirements.
- Click Next to save the attributes and return to the canvas.
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To modify an attribute:
- Click the Settings menu for the attribute and select Edit.
- Make your changes and save.
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To delete an attribute, select the Delete option from the Settings menu.
You can’t delete required attributes.
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To add a new page and define a separate set of attributes, click
+Add.
- On the New page, specify the required details.
- Make sure that the selected content type is Define Attributes and click Save.
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Repeat the previous steps for each page of attributes you want to add.
Note You can delete a page only after you delete the associated attributes and products.
Define Product Collections
A product collection helps you to group related products into a single, selectable list for your service process. By defining these collections, you make sure that requestors only see and select the specific items relevant to their request.
- To add a new page and define product collections, click +Add on the Attributes & Products page.
- On the New page, specify the required details.
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Select the Define Product Collections content type and click
Save.
The Product Collection page is added to the canvas, after the attributes pages.
- Click the Add Collection button to add a collection of products to this page.
- Specify the collection name and description.
- From the Number of Products field, specify the minimum and maximum number of products the users can select for this collection.
- Search and select products to add to the collection and click Add. The canvas now shows the product collection.
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Repeat the previous steps for each collection of products you want to add to the Product
Collections page.
Note A service process supports only one product collection page.
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Save the draft version of the service process, or click Next to
proceed to designing a request intake form.
Note Products from an earlier version of the service process remain on the canvas even if they aren't linked to a page. Save the process to keep this collection and its items.
