Service Desk offerings

A Service Desk offering (type Support.OfferingTemplate) is a marketplace offering that has no automated backend: every order becomes an issue in the operator service desk, and a person fulfils it. Resolving the issue completes the order. Use it for services that are provisioned by hand — consulting, hardware, accounts in systems Waldur cannot drive.

For the service desk itself, see Service Desk integrations.

Orders

Each order opens one issue, raised on behalf of the user who created the order. If that user is inactive or has no email address, the first project manager, administrator or member with one is used, then an organization owner. Issues of earlier orders for the same resource are linked to it, and the order's attachment (for example a purchase order) is attached.

Order	Issue summary
Create	Request for offering
Update — plan switch	Request to switch plan for resource
Update — limits	Request to update limits for resource
Update — renewal	Renewal request for resource
Terminate	Request to terminate resource resource
Restore	Request to restore resource resource

An order that waits for its start date or for its project to start gets its issue straight away, so the provider can prepare in advance.

How the issue completes the order

The order stays executing until the issue reaches a status that the service desk configuration maps to resolved or canceled — see which statuses close a ticket.

Order	Issue resolved	Issue canceled
Create	Resource becomes OK	Order canceled, resource terminated
Update	Change is applied	Order and resource erred
Terminate	Resource is terminated	Order erred, resource back to OK
Restore	Resource is restored	Order canceled, resource stays terminated

Warning

A status that is mapped to neither outcome leaves the order unchanged. If an order is stuck in executing although its issue is closed in the service desk, check the status mapping first.

If the issue cannot be created — no project member with an email address, the caller is inactive in the service desk, or the service desk returns an error — the resource is marked erred.

Membership changes

When Enable issues for membership changes is set on the offering, Waldur opens an issue whenever a user is added to or removed from:

• a project that has an active resource of the offering, or
• a resource of the offering (or one of its resource projects).

The issue names the user, the role, the affected resources and the user's offering username, so the provider can grant or revoke access in its own systems. One issue is opened per change, raised on behalf of the affected user. Terminated resources are ignored.

SSH key changes

When the ENABLE_ISSUES_FOR_USER_SSH_KEY_CHANGES setting is on, Waldur opens an issue whenever a user adds or removes an SSH public key. The issue lists the user's active Service Desk resources, so the provider can update the key on them. This is a deployment-wide setting, not an offering option.

Offering options

Set in the offering's Integration tab, under Provisioning configuration:

Option	API field	Effect
Confirmation notification template	secret_options.template_confirmation_comment	Posted as the first comment on the issue of a create order
Enable issues for membership changes	plugin_options.enable_issues_for_membership_changes	See Membership changes

All automatic issues go to the operator service desk. Provider routing applies to them only as described in Provider Helpdesk System.