Description

A detailed service catalog which enhances services with multilingual descriptions, assigns queues and ticket types to them, and lets the customer browse through them and directly create tickets for specific services on the customer dashboard. Additionally administration is simplified by providing options to set services as default services directly in the service, automatically create service specific ACLs, and much more.

System requirements

Framework

OTOBO 11.0.x

Packages

ITSMCore >= 11.0.6

Third-party software

-

Usage

Basic Setup

To enhance the services with additional information no further setup is needed, this can simply be done in AdminService. To show the services on the customer dashboard the customer dashboard tile “CustomerDashboard::Tiles###ServiceCatalog-01” has to be enabled. Make sure, that the order of the tile does not clash with other active tiles. For a simple test, you can just deactivate the other tile with the order 7, which on a standard installation is “###InfoTile-01”. (For more detailed changes, you might want to check the css file “var/httpd/htdocs/skins/Customer/default/css/Core.Dashboard.Default.css” and change the position of the different tiles, where the number reflects the order in the SysConfig, to your liking. Note that this is an advanced topic however.)

For a service which is configured with a queue and ticket types, the customer will be able to directly from the customer dashboard create a ticket for the specific service.

Configuration Reference

Core::Acl

ServiceCatalog::CreateTypeServiceRelatedAcls

This option allows you to automatically generate ACLs for different interfaces when creating services. Services will then only be displayed if the ticket type stored in the service has been selected.

ServiceCatalog::CreateTypeServiceRelatedAcls::Options

Acl configuration für Type - Service restrictions. Please activate ServiceCatalog::CreateTypeServiceRelatedAcls before. For the key ConfigChange please use Possible or PossibleAdd. DeployNewACL deploy the changed acl Immediately.

Core::DynamicFields::ObjectTypeRegistration

DynamicFields::ObjectType###Service

DynamicField object registration.

Core::Event::Ticket

Ticket::EventModulePost###9700-SetDynamicFieldCriticalityFromService

Event module registration. Currently, the criticality of the service can also be set in the service, but this has no effect. Therefore, this event module has been implemented that automatically updates the DynamicField Criticality in a ticket as soon as a service has been assigned. Please activate the SysConfig option SetPriorityFromCriticalityAndImpactMatrix to set the priority in the next step based an Criticality and Impact.

Ticket::EventModulePost###9800-SetPriorityFromCriticalityAndImpactMatrix

Event module registration. Currently, the criticality of the service can also be set in the service, but this has no effect. Therefore, this event module has been implemented that automatically updates the priority regarding Criticality and Impact in a ticket.

Frontend::Base::DynamicFieldScreens

DynamicFieldScreens###ServiceCatalog

This configuration defines all possible screens to enable or disable dynamic fields.

Frontend::Customer::ModuleRegistration

CustomerFrontend::Module###CustomerTileServiceCatalog

Frontend module registration for the customer interface.

Frontend::Customer::ModuleRegistration::Loader

Loader::Module::CustomerDashboard###003-CustomerDashboard

Loader module registration for the customer interface.

Frontend::Customer::View::Dashboard::Configuration

CustomerDashboard::Configuration::ServiceCatalog

Additional settings for the service catalog.

CustomerDashboard::Configuration::ServiceCatalog###SortByTicketType

Show services with the following ticket type last.

CustomerDashboard::Configuration::ServiceCatalog###FAQDescriptionField

The FAQ field that should be used as the description of an FAQ article in the sidebar (e.g. Field1, Field2, Field3…).

CustomerDashboard::Configuration::ServiceCatalog###DynamicField

Dynamic fields shown in the service catalog screen of the customer interface.

Frontend::Customer::View::Dashboard::Tiles

CustomerDashboard::Tiles###ServiceCatalog-01

Tile registration for the CustomerDashboard. Module is required.

CustomerDashboard::Tiles###FeaturedLink-01

Tile registration for the CustomerDashboard. Module is required.

About

Contact

Rother OSS GmbH

Email: hello@otobo.de

Web: https://otobo.de

Version

Author: Rother OSS GmbH / Version: 11.0 / Date of release: 2026-03-31

Index