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Request RE, Survey, and Calendar 1.5 Support Ending December 31, 2020
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3. Application Overview

Before digging into the details of constructing service items, here is a brief tour of the Service Catalog Console and related screens.

Service Catalog Console

The Service Catalog Console is divided into four main sections, Service Catalog, Service Items, Service Item Details, and Manage Requests links.

Example of the Service Catalog Console:


Service Catalog

The Service Catalog section of the console is used to create and manage the individual catalogs in Kinetic Request. 

Service Items

The top of the console contains a table that lists the basic information associated with a Service Item. Below the Service Catalog drop down is a Search Type field that sorts by type within the selected service catalog.  New, Clone, and Delete buttons are located below the service items table. 

Service Item Details

The lower section of the console contains the details and elements for each service item.  Basic information, including name and description is displayed in separate fields, while all other elements are shown on the individual tabs of a page field.

The page tabs cover the following sections:

Pages: Construction of pages, questions, images and other service item elements.

Style: Use CSS to define the look of the overall service item.

Notifications: Escalations and Reminders based on data related to a request (most of these tasks have been moved to task trees).

Tasks: Ability to create task trees for service items.

Submissions: Search, send, delete, view, and/or complete requests.

Reports: Run Crystal reports that have been added to the application.

Sources: Shows the integration triggers that are in place for the specific service item.

Settings: Allows addition of attributes to service items, including category and keyword.  In addition, set specific web messages for that service item for errors or closed requests and set an authentication template.

Advanced: Ability to set web server and specific web display properties.  Also allows you to add or remove attachments, set permissions specifically to a service item and set the Allow Anonymous property.

Audit: Table shows changes to the service item after it has been set to “Active” status.  There is no auditing while the service item is in “New” status. Also holds permission and authentication options.

Events Shows all of the events related to the selected service item. You can modify existing events, but not create or delete.

Archive: Allows you to set up an archive process (using Remedy’s built in process). This tab is hidden by default. You can update a configuration item to make it visible.

Manage Requests

These links open consoles that let you manage overall elements of Kinetic Request.  A short description of each link follows:

Global Search: Search across multiple service items with more options than the Submissions tab

Global Reporting: Allows you to pick a specific report and report across multiple service items with advanced qualifications.

Message Templates: Construct, delete and clone the templates used by emails for Kinetic Request notifications.

List Manager: Ability to manage and send requests to groups of people.

Configuration: Control default application data including web messages, formatting and auditing.

Integration Manager: Control Integration points to forms, and Data Sets.

Report Manager: Add, modify and delete reports for all templates.

Task 2/3 Manager: Web console for maintaining/reviewing version 2 or 3 of the Task Engine.

Task 4+ Manager: Web Console for maintaining/reviewing version 4+ of the Task Engine.

Bridge Manager: Allows you to create and manage the models and mappings for bridges.

Submission Console

The submission console is a one-stop form to search and report on submitted requests.

Here is an example of the Submission Console:

request submission manager console.JPG

From this console, you can monitor requests and their tasks, search, and run reports.  You can also view, send, or resend requests and their associated tasks.  This is an excellent console for a Request Inspector.