Webitel: Documentation
Webitel: Documentation
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Service catalogs (Lookups)

1. Description

Used to create multi-level classifications for cases.

This lookup is used to configure services (i.e., categories and subcategories) for cases. These services can be selected by an operator during manual case processing or assigned automatically by the system.

Lookups represent the first level.

A case is created with a catalog. Within the catalog, a service is selected, and the corresponding subservices (services) are automatically linked to it.

In the Service catalogs lookup, a link to a Team can be configured. In this case, operators of a specific team will see the services from that team’s catalog while processing a case.

The system can contain multiple Service catalogs lookups.

A lookup can have multiple levels of hierarchy. The main levels are the first three: catalog, service, subservice.

The page consists of the following elements:

  1. Registry of records (Fig. 1.(1));

  2. Search field (Fig. 1.(2));

  3. Add tool (Fig. 1.(3));

  4. Refresh button (Fig. 1.(4));

  5. Delete tool (Fig. 1.(5));

  6. Pagination (Fig. 1.(6)).

Service catalogs page.png
Fig. 1. Service catalogs page

1.1. Records registry

The registry is a list of records of the existing objects in this section. Each record consists of the following fields:

  1. Checkbox;

  2. Name column;

  3. SLA column;

  4. Code column;

  5. Status column;

  6. Closure reasons column;

  7. Description column;

  8. Teams column;

  9. Skills column;

  10. Prefix column;

  11. State column;

  12. Editing tool;

  13. Removal tool.

1.1.1. Checkbox

Used to select one or more entries. An additional removal tool appears next to the search field after selecting one or more entries. Information about the number of entries chosen for deletion appears when you hover over this tool. When you click on it, a modal confirmation window appears.

It contains the Yes, No, and close ( image2024-3-7_15-21-56.png ) buttons.

  • Clicking the Yes button deletes the entries.

  • Clicking the No button closes the modal window, and the entries are not deleted.

All records on the page will be selected if you select the checkbox in the header.

Confirm deletion modal window.png


Fig. 2. Confirm deletion modal window

Icon – image-20250220-194626.png indicates the presence of nested levels (services and subservices). Clicking this icon expands the list of records one level below, and the icon changes to image-20250220-201325.png .

1.1.2. Name column

Displays the names of catalogs and services.

  • Clicking the catalog name opens the catalog page.

  • Clicking the service name opens the service page.

1.1.3. SLA column

Displays the lookup created on the SLA page. Depending on the case catalog (if the case is not classified at a lower level) and the selected SLA, the case resolution time and response time will be calculated.

1.1.4. Code column

Identifier of a specific lookup value. It can be used during integrations or configurations. Thus, changing the name will not require changes in the existing configurations.

1.1.5. Status column

Displays the lookup created on the Statuses page. Cases created using this catalog can have one of the statuses from the linked lookup.

1.1.6. Closure reasons column

Displays the lookup created on the Closure reasons page. Cases created using this catalog will be closed by selecting a reason from this linked lookup.

1.1.7. Description column

A field used to enter a description of the service catalog.

1.1.8. Teams column

Displays the lookup created on the Teams page.

1.1.9. Skills column

Displays the lookup created on the Agent skills page. If multiple skills are assigned, the name of one skill and the number of the remaining ones are displayed.

1.1.10. Prefix column

The case identifier created using this catalog is generated depending on the selected prefix.

1.1.11. State column

The switch defines whether the service catalog is active or inactive.

1.1.12. Editing tool

Opened by clicking the editing button ( image-20260304-210555.png ). When hovering over the button, a tooltip with the tool name is displayed. After clicking this button, the details page opens, where the object data can be modified.

1.1.13. Removal tool

It is used to remove an object with confirmation through a modal window. A modal confirmation window appears after clicking the image-20241231-121409.png button. Clicking the Yes button - deletes the object and the entry. Clicking the No button closes the modal window, and the object is not deleted.

Confirm deletion modal window.png

Fig. 3. Confirm deletion modal window

1.2. Search field

Search is performed by the Name column.

It consists of an input field and a close button ( image-20241218-160723.png ) displayed when the cursor is placed in the input field. To search by part of a word or a number, use the * symbol. You can also use the * character to replace any number of characters.

1.3. Add tool

To add a new service catalog, click the Add button – image-20250211-133952.png . After clicking the Add button, the General information details page opens.

Access to the details of an existing object can be opened using the editing tool (see section 1.1.12).

1.4. Refresh button 

Updating the register table is performed by clicking on the refresh button - image-20241220-111256.png .

1.5. Removal tool

The Delete button (Fig. 1.(5)) becomes active after selecting records using the checkbox. Clicking the button opens a confirmation modal window (Fig. 2).

1.6. Pagination

It consists of the Rows per page field, which indicates the number of entries (it is possible to set from 1 to 1000) per page, and forward and backward buttons for switching pages.

2. Opportunities

2.1. Create a new record

Goal

Create a new record

Preconditions

  1. Access to the CRM application;

  2. Access to the Service catalogs section in the CRM application;

  3. Permission to create records in the Service catalogs section.

Scenario:

 

  1. Click the Add button image-20250211-133952.png . The General information details page opens.

  2. Enter the required data.

  3. Click the Save button.

Result

The data is saved.

2.2. Delete a record

Goal

Delete a record

Preconditions

  1. Access to the CRM application;

  2. Access to the Service catalogs section in the CRM application;

  3. Permission to view and delete records in the Service catalogs section;

  4. At least one record exists.

Scenario:

 

  1. Find the record in the registry that needs to be deleted.

  2. Click the Delete button image-20250213-111620.png . A confirmation modal window opens.

  3. Click the Yes button.

Result

The modal window closes. The record is deleted.

2.3. Delete multiple records

Goal

Delete multiple records

Preconditions

  1. Access to the CRM application;

  2. Access to the Service catalogs section in the CRM application;

  3. Permission to view and delete records in the Service catalogs section;

  4. At least two records exist.

Scenario:

 

  1. Find the records in the registry that need to be deleted and select them using the checkbox.

  2. Click the Delete button at the top of the registry. A confirmation modal window opens.

  3. Click the Yes button.

Result

The modal window closes. The records are deleted.

2.4. Edit parameters

Goal

Modify parameters

Preconditions

  1. Access to the CRM application;

  2. Access to the Service catalogs section in the CRM application;

  3. Permission to view and edit records in the Service catalogs section;

  4. At least one record exists.

Scenario:

 

  1. Find the record in the registry that needs to be edited.

  2. Click the Edit button for this record. The General information details page opens.

  3. Make the required changes.

  4. Click the Save button.

Result

The data is saved.