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The service catalog

Request types people choose from when they raise a service request, each with its own questions and optional approval.

Administration → Service catalog

The service catalog is the list of things people can ask your team for — a new laptop, access to a system, a desk move. Each request type has its own description, its own questions, and can need approval. Every request raised from it is a service request ticket.

Browse and request

  1. Choose Service Catalog in the sidebar.
  2. Pick the project at the top. Request types are grouped by category; use Search requests… to find one.
  3. Choose Request this. The New ticket form opens as a service request with that request type chosen.

Cards show Needs approval when the request type has an approval step, and how many questions it asks. The same request types are offered on the New ticket form: choose the Service Request type, then Choose a request type, or leave it as General service request.

Members use the catalog inside the app. Requesters (your workspace may call them customers or employees) use it on the customer portal: Request a service lists the request types their portal offers, grouped by category, with search; choosing one opens its questions, and submitting raises the ticket with the same approvals. A request type with a required question about a member is not offered on the portal, since the portal never lists your team.

What a request type asks

Picking a request type shows its description and its questions — custom fields the admin attached to it. Questions marked with an asterisk must be answered. If the title is empty, the request type's name is used for it.

Set up a request type

  1. Go to Administration → Service catalog (or Manage catalog on the Service Catalog page).
  2. Choose New and fill in Name.
  3. Under Available in, choose a project, or Every project (shared).
  4. Add a Description and a Category (Hardware, Access, Facilities…).
  5. Tick the custom fields to ask under Guided intake form fields. A shared request type can only use fields that apply to all projects.
  6. Choose Create request type.

Untick Active to withdraw a request type without deleting it. Restrict to specific customers (in your workspace's word) offers it only to the requesters you pick. Fulfilled by device hand-over makes resolving the request ask for a device to be handed over first.

Approvals

Available on plans that include Change Approval Board. Two options can be combined:

  • The customer's manager approves first — the manager set on the requester's record. A manager who is a member approves in Approvals; one without an account approves from an emailed link. With no manager on record, the approver below decides — or your admins, if there is none.
  • Requires approval — choose a Person or a Role to approve. The approver is asked as soon as the request is raised; it does not hold the ticket's status. Approvals need a plan that includes Change Approval Board — without it the options are disabled with a note saying so.

The approval chain is created when the request is raised, so whoever raises it cannot change it. See Approvals.

Restore defaults

Restore defaults puts back any of the starting request types that were deleted. It needs permission to create catalog items. Deleting a request type leaves tickets already raised from it as they are.

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