This page has:

• Catalog Settings
• Item Presentation
• Requested Items Settings
• Order Settings

And also buttons to turn on or off:

• Catalog - This switch enables or disables the catalog in the Self-Service. 
  • When the catalog is turned off, it will not appear on the Self-Service interface.  
• Requesting Items - Enables requesting Catalog Items. 
  • Enabling the Catalog is required for Requesting Items. You must configure the Requested Item Template and the required fields to enable Requesting Items.
• Shopping Cart - Enables users to request multiple Catalog Items at once. 
  • Shopping car can be enabled only if Requesting Items is enabled.
• Orders - Enables linking Requested Items to an Order. 
  • Orders can be enabled only if Requesting Items is enabled. Order Template and required attributes need to be defined in order to enable Orders.

To save and apply the changes made to the page, click on the “Save” button. To cancel any changes made to the page and return the previous values, click on the “Cancel” button. 

On average, making any changes will take less than 5 minutes to apply to the ESS2.

Following icons are common for all Self-Service Admin settings:

Icon	Name	Explanation
	Reset	Clicking the reset-icon resets the information on the field to the default value.
	Clear	A field can also has the clear-icon, which removes the fields data and returns it to empty.
	Help	Hovering over the help-icon shows information regarding that specific field/function.

Catalog Settings

Product Catalogue settings determine how the product catalogue is displayed. Product catalogue page is used for ordering items.

Product Catalogue settings have the following fields and options:

Name	Example Value	Value Type / Default value	Required	Explanation
Catalog Icon		Selected icon from the icon selection window, which opens once the icon is clicked (can be scrolled).	Yes	This icon is used in the Self Service UI whenever there is a link to the product catalog.
Item template	IGA Entitlement	service_item	Yes	This is the code of the template that will be published as a catalog in the "Order something" area.
Item category	Internal Category	service_item_category	Yes	This defines the attribute used to categorize catalog items in the service order area, forming the first-level view. The attribute's supported data type is "reference".
Category Image Attribute	Category Image	File upload, e.g. category_image	No	Shows attribute with the FileUpload handler from the Item category template. Note: only one image is supported. Image is shown on catalog home page as category image.
Item keywords	keywords	keywords	No	Defines an attribute where the admin can define keywords on datacard level per catalog item. The supported datatype of the attribute is multi-value string.
Item published condition	$published$ = 'Yes'	empty	No	The EQL statement for limiting data cards on the "Order something" area.
Carousel Category	Phones	Selected category item datacard	No	Selected category is displayed as an item carousel on the Catalog home page. When specified, the carousel is visible.

Note to ‘Category Image Attribute’: Due to implementation of the Catalog configuration, the attribute selection for Catalog image is based of Catalog Item template’s Catalog reference attribute, and the attribute’s allowed templates should be restricted to only 1 template (or templates with same attributes).

Order Settings

Order settings determine how the order window displayed after selecting items from the catalogue is displayed. Order page is used to finalize the item order.

Order settings have the following fields and options:

- Order: Template selector with available templates
- Folder selection: available folders for storing bucket orders.
- Ordered By: dropdown shows available reference attributes from the target template
- Requested Items:  shows available reference and backreference attributes from the target template, both single and multivalue.

Requested Item Settings

Item Presentation

Item Template must be selected before other settings can be selected.

Process for Orders & Shopping Cart

Shopping cart enables portal users to submit all items in their service request cart as a single consolidated order through the self-service portal. This provides streamlined request management and unified tracking of their IT service needs.

The Orders feature allows administrators to bundle all items from a user’s shopping cart into a single Order (Bucket Order) record in the service management platform.

Shopping Cart and Orders are configured independently from the Catalog and can be enabled without enabling the Catalog.

Requirements

Shopping Cart must be enabled to use Orders. Shopping Cart can be enabled without Catalog. If Shopping Cart is turned off, Orders is automatically disabled.

Configuration changes apply immediately to new submissions.

Order Configuration

When Orders are enabled, administrators must configure:

• Order Template – Template used to create the main Order record.
• Folder – Location where Order records are stored.
• Ordered By Attribute – Reference field that stores the submitting user.
• Requested Items Attribute – Reference/backreference field linking the Order to individual Requested Items.

Shopping Cart Process

When Orders Are Enabled:

1. User submits the cart.
2. One Order record is created.
3. Each cart item creates a separate Requested Item record.
4. All Requested Items are linked to the Order.
5. The Order is saved in the configured folder.
6. The submitting user is stored in the configured Ordered By field.

Even a single cart item is wrapped inside an Order.

When Orders Are Disabled:

• No Order record is created.
• Each cart item is created as an independent Requested Item.
• This matches the standard (non-bundled) behavior.

Clickable Links for Referenced Items

Administrators can configure reference and backreference fields in a Case Presentation to appear as clickable links in the portal. This allows users to navigate directly from a parent record (for example, a Shopping Cart Order) to its related items from the Case Details page.

Configuration

A new Links tab is available in Case Presentation configuration.

The tab:

• Lists all reference and backreference attributes
• Shows attributes in the same order as defined in the Case Presentation (Overview first, then Details)
• Displays the following columns:
  • Section
  • Attribute
  • Datatype
  • Display as Links (toggle)

Administrators can enable clickable behavior by turning on the Display as Links toggle for a specific attribute.

Filtering is available for the Attribute column.

How It Works - Portal

On the Case Details page, a reference or backreference value is displayed as a clickable link when:

1. Display as Links is enabled for the field.
2. The referenced template has its own Case Presentation.
3. The user is the issue owner according to the referenced template’s Case Presentation rules.

Display Rules:

• If link conditions are met → the value is shown as a clickable link.
• If linking is not allowed but the user has reference permission → the value is shown as plain text.
• If the user does not have permission → the value is hidden.
• Multi-value fields may contain a mix of clickable links and plain text values.
• Values retain the original reference order.

Clicking a link opens the referenced record’s Case Details page.