Service Catalog

Overview

The Service Catalog in Incident Management is a centralized hub for managing service requests. It allows you to organize service requests into categories, configure specific service request types with predefined workflows, and customize request forms with custom fields to capture relevant details.

Key Features

• You can group related services under categories, making it easier for users to find what they need.
• You can customize the fields to capture essential information for each service.
• You can configure the approval requirement to get the required authorization before processing the service request.
• You can automatically assign tickets from the service requests to the ticket category.

How to Add a Service Request?

You can add a service request to enhance tracking of service delivery.

Navigate to Settings > Incident Management > Service Catalog.

The Service Request page is displayed.

Click the New Service Request icon. The New Service Request dropdown list is displayed.

Note: All the fields marked with an asterisk (*) are mandatory.

Enter or select the required values in the fields. Please refer to the following table for the field names and their descriptions.

Field	Description
Name	Name or title of the service request
Enabled	Whether or not the service request is active
Category	Type of the service request
Image	Image representing the service request
Short Description	Short summary of the service request
Description	Detailed information about the service request
Visibility	Users who can view and access the service request. The available options are: All users - allows all users to view and access the service request; Selected Groups - allows only the selected group to view and access the service request; Excluding Groups - allows all groups to view and access the service request except the group that is not included; Agents Only - allows only the agents to view and access the service request
Form Enabled	Whether or not the service request is enabled on the form
Approval Requirement	Kind of service request approval needed before processing. The options available are No Approval required; Requires approval from Requesters manager; and Requires approval from these Approval Boards
Auto-assign Tickets created from this Service Request to this Ticket Category	Automatically categorizes tickets created from this request to the selected category
Ticket Type of Tickets created from this Service Request (leave blank to keep as Service Requests)	Ticket created from this service request will be classified as the specified ticket type. Note that if left blank, the generated ticket remains classified as a Service Request.
Ticket title template	Pre-defined format for ticket titles (uses placeholders mostly)

To add a custom field to the Service Request form, drag the desired custom field option from the left to the workspace on the right.

The Edit Custom Field dialog is displayed.

Note: The fields in the Edit Custom Field dialog may vary depending on the selected field type. The following example illustrates adding a Single Line custom field. You can follow similar steps to add other custom fields.

Enter the name for the field in the Field label textbox and check the box Required on form submit if you wish to mandate this field while submitting the service request.

Check the box Can be used by Workflows? if you wish to allow the service request to be used by workflows and select the width of the field to be displayed on the form.

Check the box Include in Ticket description if you wish to include the service request in the description section of the ticket. Check the box Enable conditional logic and set the condition attribute for displaying or hiding this custom field.

Then, click Apply.

The custom field is added to the service request form.

Click Add a Task if you wish to add tasks to the service request.

The Tasks section is displayed.

Note: All fields marked with an asterisk (*) are mandatory.

Enter or select the values in the fields as required. Please refer to the following table for field names and their description.

Field	Description
Title	Name of the task
Type	Category of the task
Team	Group responsible for handling the task
Agent	Specific individual assigned to complete the task
Note	Additional instructions or information related to the task
Due Time	Deadline by which the task must be completed

The service request is created.

Note: The Edit and Delete icons appear when you hover over a service catalog. Click the corresponding icon in the desired service catalog row to update, or delete and confirm your action.

How to Add a New Service Request Category?

You can add a new service request category to organize and enhance request management, ensuring faster resolution of service requests.

Navigate to Settings > Incident Management > Service Catalog > Categories.

The Service Request Categories page is displayed.

Click the New Service Request icon. The New Service Request Categories page is displayed.

Note: All fields marked with an asterisk (*) are mandatory.

Enter the title of the service request category in the Name field, select the desired icon to represent the service request category from the Choose Icon list, and select the color to represent the service request category from the Color palette. Click Save.

The service request category is created.

Note: The Edit and Delete icons appear when you hover over a service request category. Click the corresponding icon in the desired service request category row to update, or delete and confirm your action.

How to Add a New Service Request Custom Field Option Set?

You can create a Custom Field Option Set for Service Requests to standardize dropdown or multi-select options, ensuring consistency, accuracy, and efficiency in the submission and processing of service requests.

Navigate to Settings > Incident Management > Service Catalog > Custom Field Option Sets.

The Service Request Custom Field Option Sets page is displayed.

Click the New Option Set icon. The New Service Request Custom Field Option Sets page is displayed.

Note: All the fields marked with an asterisk (*) are mandatory.

Enter or select the required values in the fields. Please refer to the following table for field names and their descriptions.

Field	Description
Type	Type of custom field. The available options are Dropdown - A single-select list that allows you to choose one option from a predefined list; Multiselect dropdown - A dropdown menu that allows users to select multiple options; and Cascading dropdown - A dropdown menu that allows you to select one option dynamically filters the next set of choices.
Name	Name or title of the custom field option set
Add an Option	Allows you to manually add a single option to the custom field list
Bulk add Options	Allows you to add multiple options at once for efficiency
Sort options alphabetically	Allows you to arrange options in A-Z order
Import Options from an existing Service Request Custom Field	Allows you to import options from a previously created custom field

Click Save.

The service request custom field option set is created.

Note: The Edit and Delete icons appear when you hover over a custom field option set. Click the corresponding icon in the desired service custom field option set row to update, or delete and confirm your action.