Micro Focus Service Desk Store is a self-service portal that enables users to submit their service requests. For customers the Store feature is a one stop shop experience that enables them to request services related to their work and for administrators it is a one stop experience that enables them to manage and track the organization’s assets. Work flows and Service Level Agreements (SLAs) are enhanced for service requests that require approval from the ‘store manager’.
The following service types are available in the Store:
Software: Everyday applications and systems - these are automatically installed through ZENworks integration (after approval if required)
Hardware (managed): Desktops, laptops, phones, and other devices
Hardware (non-managed): Items such as cars and SIM cards for the mobile automatic ownership assignment facilitates asset tracking for non-managed assets
Abstract ownership: Items such as trainings, videos, and files
You can view the Store details in the following portals:
To enable the store settings:
Log in as an administrator.
Click Setup > Privileges > System.
In the System tab, under Store Settings, configure the settings:
Store Config Enable: Select On to enable the store feature in the User portal.
Store Customer Enable: Select On to enable the store feature in the Customer portal.
Click Save to save the configuration settings.
The Store Setup menu is displayed.
IMPORTANT:
You can set default view as Store for end-users (Setup > Privileges > Customer > Default Tab).
The Store feature is enabled and the customer does not have privileges to create a service request, and if you want customer to view the store service request, then the service request should be set to View (under Setup > Privileges > Customer > Service Request) for the customer to view the request in the Requests and Home pages.
To enable the ZENworks store settings:
Log in as an administrator.
Click Setup > Privileges > System.
In the General Settings panel, set the Enable ZENworks Integration option to On.
Click Save to save the configuration settings.
The ZENworks sub menu is displayed.
Click Setup > ZENworks.
In ZENworks Setup, click the Store tab, and then configure the store settings:
Enable ZENworks Store: Select On to enable store menu.
Sync ZENworks Bundle Metadata: Select Always to update bundle icons and descriptions from ZENworks on every sync. Else, select First Time to update a bundle icons and descriptions from ZENworks on first import of the item.
ZENworks Bundle Administrator: Select an administrator who has bundle privileges.
Click Test to check whether the connection with the ZENworks Server is established.
Click Save to save the configuration settings.
The Windows bundles are displayed under Store Capable, if you have imported. Else, import bundles through ZENworks Import.
After an administrator enables the Store Setup settings. The Store Setup menu is displayed in the User portal and users who has configuration privileges can be viewed.
The Store Setup has the following sub menus:
The Store Capable option is viewed for the service categories, service item types, and services that are capable to being promoted as the store items.
To enable Store Capable settings:
Choose Configuration and click Items, Item Types, or Categories.
Click the Edit tab.
Select the Store Capable as Yes.
(Optional) Select Apply Changes to all as Yes, (applicable only for Item Types and Categories) if you want to apply to all Item types and Items under particular Category or Item Types.
You can set Store Capable as No for a particular items, item types, and categories.
Click Save.
After configuration, all the items that are store capable is displayed under Store Capable (Store Setup > Store Capable).
In the Store Capable Items page you can perform the following:
Item Information: Enables you to view the store capable item information details. In this page you cannot be able to edit the information.
Search: Enables you to search for the required items. For more information, see Searching for a Store Capable Item.
Promote: Enables you to promote store capable items as the store items. For more information, see Promoting the Store Capable Items to Store Items.
Export: Enables you to export items into a PDF or an Excel format.
Filter: Enables you to display filters that are defined.
Display: Enables you to change the number of items that you want to display on the page.
Change View: Enables you to change the view. For more information, see List Views.
To search for a store capable item:
Click the Search button.
Choose the Global Options as Attributes or Full Text.
If you select Attributes, then specify a store item attribute (Item No, Team, Description, Notes, Manufacturer, Item Category, Item Type, or Status). Based on the selected Item Category, fields are displayed.
If you select Full Text, then specify a string related to the store item.
Click the Search button.
The search result is displayed.
If you want to save the view as a filter, in the Filter list, you can define the filter using the Save View as filter option. In the Filter Definition panel, specify the details, and then click Save.
To promote the store capable items:
Select items and click Promote.
In the Store Capable Items for Promotion page, specify the following:
Store Template: Templates that are created in Store Templates are displayed in the Available Templates field. Select templates using the arrow (right and left) icons. The selected templates are displayed in the Selected Templates field. The templates can be moved up or down using the arrow (up and down) icons based on the workflow.
Consider a scenario where John is a member of the Finance organization unit but is also assigned visibility in the Strategy team template. When John requests for the store item, Service Desk will match the first template against which his name is displayed in the hierarchy and his claim will be processed accordingly. This allows for flexibility in treating requests.Click the Create Template hyperlink to create a template. For information, see Creating a Store Template.
Find Store Categorization: Strings that are used to create a store categorization name and then click the Search icon. The store categorizations are displayed. Click the required store categorization.
Store Categorization: The store categorizations that are selected is displayed. You can remove the store categorizations by clicking the remove icon.Click Create Categorization hyperlink to create a categorization. For information, see Creating a Store Categorization.
Publish: Select Yes to publish the store capable items.
Items for Promotion
The store capable items that are selected for promotion is displayed.
Add: Click Add. In the Find Item (Item Number) field, specify a string for the item number and then click the search icon. The store capable items are displayed. Click the required store capable items that you want to promote
Remove: Select the store capable items that you want to remove and click Remove.
Click Save.
It contains the parameters that need to be applied on the Store Capable Item. It includes SLAs, workflows, teams which need to work on the store item, visibility of the item to users, and organization units. This is provided through a hierarchy of templates so that users belonging to different organization units can be served with different workflows.For common requests, the requester will be matched against the first template containing the requester details.
Requests provide a way to differentiate store items between users. Consider a scenario where John and Peter are members of the same Finance organization unit. John has been assigned a template while Peter has not been assigned a template. In this scenario, only John can view the item in the store.Consider a scenario where John is a member of the Finance organization unit and Peter a member of the Marketing unit. Both can view the store items and request for them, but their requests will be handled differently because the templates to which they belong are different -which means the associated parameters such as workflows and SLAs are different.Consider an another scenario where John is a member of the Finance organization unit but is also assigned visibility in the Strategy team template. When John requests for the store item, Service Desk will match the first template against which his name is displayed in the hierarchy and his claim will be processed accordingly. This allows for flexibility in treating requests.
You can perform the following in the Store Template page:
To create a store template:
Choose Store Setup and click Store Templates.
Click New and specify the following store templates details:
Details
Name: Name for the store template.
Default SLA: The SLA assigned to the service request when a store item is requested. This is applied if the Item, Customer, or Organizational unit does not have a valid maintenance contract. The Default SLA selected determines the Workflow options displayed at Default Workflow.
Default Workflow: The Workflow list is displayed based on the default SLA selected. Select the default Workflow to assign to the service request created for a store item. For more information about Workflows, see Workflows.
Impact: The proposed impact the request has to a Customer or Organizational Unit. (This option is only visible if the Admin > Setup > Privileges > Request > Request Priority is set to Derived.)
Urgency: The proposed urgency to have the request resolved for the Customer or Organizational Unit.(This option is only visible if the Admin > Setup > Privileges > Request > Request Priority is set to Derived.)
Priority: Based on the Impact and Urgency the priority is displayed.If this field is editable, select the Priority that reflects the degree of impact and urgency of the issue. Alternatively, if the Admin > Setup > Privileges > Request > Request Priority is set to Derived. the Priority is displayed based on Impact and Urgency.
Notification:
Customer: If applicable, set the type of notification and define if updates are to be sent to the Customer related to the request, or if all Owners of the Item are to be also updated.
Customer CCs: If applicable, specify the email details of any other customers who must be notified regarding activity related to the request.
Technician: If applicable, set the type of notification, and select if the Technician, Layer or Team is to be notified about the request activity when it is logged into the system.
Technician CCs: If applicable, enter the email details of any other Users who must be notified regarding activity related to the request.
Description: Description for the store template.
Click Save.
To edit a store template:
Choose Store Setup and click Store Templates.
In the Store Templates page, click the required template that you want to edit.
Click Edit and then update the fields.
For fields information, see Creating a Template.
Click Save.
To duplicate a store template:
Choose Store Setup and click Store Templates.
In the Store Templates page, click the required template that you want to edit.
Click Edit and click Duplicate.
For fields information, see Creating a Template.
Click Save.
If the store template is assigned to a store item, then it cannot be deleted.
To delete a store template:
In the Store Templates page, click the required template that you want to delete.
Click Edit and click Delete.
Click OK.
You can apply a store template to a store capable item and promote it as a store item. The store item is displayed in the Store User (Store Customer portal) page. Store items can have their own description, icons, and request description templates.
You can perform the following in the Store Items page:
To edit the promoted store item:
In the Store Items page, click the required store item.
Click Edit and change the required fields:
Name: The name of the store item.
Icon: Browse and select the required icon.
Store Template: Templates that are created in Store Templates are displayed in the Available Templates field. Select templates using the arrow (right and left) icons. The selected templates are displayed in the Selected Templates field. The templates can be moved up or down using the arrow (up and down) icons based on the workflow.
Associated Item Name: The name associated with the store item.
Find Store Categorization: Strings that are used to create a store categorization name and then click the Search icon. The store categorizations are displayed. Click the required store categorization.
Categorization: The store categorizations that are selected is displayed. You can remove the store categorizations by clicking the remove icon.
Publish: Select Yes to publish the store items and it will be displayed in the Customer portal.
Description: Description for the store item.
Audit Trail: The activity related to store item request, which can be exported to PDF.
Click Save.
To delete the promoted store item:
In the Store Items page, click the required store item.
Click Edit and click Delete.
Click OK.
It enables technicians to add different categorizations to Store Items. These categorizations allow searchability and clear separation between different Store items with similar names but different functionalities.
You can perform the following in the Store Categorization:
To create a store categorization:
Choose Store Setup and click Store Categorization.
Click New and specify the following store categorization details:
Name: Name for the store categorization.
Description: Description for the store categorization.
Click Save.
To edit a store categorization:
In the Store Categorization page, click the required store categorization.
Click Edit and modify the fields.
Click Save.
If the store categorization is assigned to a store item, then it cannot be deleted.
To delete a store categorization:
In the Store Categorization page, select the required store categorization.
Click Delete.
It enables the communication between application engines in the background to facilitate automation. For example, one extension enables communication with ZENworks to automate install requests of Windows bundles and another extension enables IOS bundles using LANDESK. Store extension enables unparalleled automation as well as configuration through policies, based on external parameters.
You can perform the following in the Store Extension page:
To create a store extension:
Choose Store Setup and click Store Extension.
Click New and specify the following store extension details:
Name: Name for the store extension.
Class Path: The extension class path.
For custom extension class path should contain the name of a Java class that has been compiled into a jar file and added to the LiveTime classpath. For more information, see the Developers document.
Description: Description for the store extension.
Click Save.
To edit a store extension:
In the Store Extension page, click the extension.
Click Edit and modify the store extension details.
Click Save.
To delete a store extension:
In the Store Extension page, select the store extension.
Click Delete.
The Store tab enables you to view store items that are assigned to customers based on the roles and privileges. Customers can create a request on the available items. Administrators can set default view as Store for end-users (Setup > Privileges > Customer > Default Tab).
You can perform the following:
To search for a store item:
In the Store Search section, specify a relevant string in the Store Item Name, Description, or both.
Click the Search icon.
You can also search by selecting the required store item categorization in the Store Categorization section.
To create a request:
Click on the store item that you want to create a request.
Update the Request Description as required and then click Create Request.
The created request is displayed in the Requests and Home pages.
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