Service Catalog

Prerequisites

• Role with service_catalog.view for browsing catalog items
• Role with service_catalog.manage for creating, editing, and removing catalog items
• Role with service_requests.submit for submitting service requests
• Role with service_requests.view for viewing submitted requests and their status
• Role with service_requests.manage for approving, rejecting, updating, and reassigning requests
• At least one organization configured in your account

Overview

The Service Catalog is a self-service portal where end users can request IT services without filing generic tickets. Administrators publish catalog items that describe available services — new user accounts, software installations, access grants, hardware requests, network changes, and more. Each item defines what information the requester must provide, whether approval is needed, and optionally which workflow handles automated fulfillment.

When a user submits a request, it follows a structured lifecycle:

1. The requester browses the catalog and selects a service.
2. They fill out the required form fields and submit the request.
3. If the catalog item requires approval, the request enters a Pending Approval queue. If no approval is needed, it is approved immediately.
4. An approver reviews the request and either approves or rejects it with an optional reason.
5. On approval, if a fulfillment workflow is linked to the catalog item, it launches automatically.
6. The request is tracked through to completion or cancellation.

Managing catalog items

Catalog items are the service offerings that appear in the self-service portal. Each item describes one service that users can request.

Creating a catalog item

1. Navigate to Service Catalog from the sidebar.
2. Click Create Catalog Item.
3. Enter a name (e.g., "New User Account", "Software Install", "VPN Access").
4. Write a clear description explaining what the service provides and any prerequisites.
5. Assign a category to organize the item (see Categories below).
6. Optionally select an icon to help users identify the service visually.
7. Define the required form fields — the structured data requesters must provide when submitting. Each field has a name, data type, label, and whether it is mandatory. Drop-down fields can include a list of allowed options.
8. Set whether approval is required. When enabled, requests enter the approval queue before fulfillment can begin. When disabled, requests are approved immediately on submission.
9. Optionally link a fulfillment workflow. When a request is approved (or submitted, if no approval is needed), the linked workflow launches automatically with the request data passed as variables.
10. Set an estimated fulfillment time (in hours) so requesters know how long to expect.
11. Select the organization this catalog item belongs to.
12. Click Save.

Editing and deactivating items

Open an existing catalog item and click Edit to change any of its fields. To remove an item from the portal without deleting historical requests, click Deactivate. Deactivated items no longer appear in the self-service portal but all existing requests against them are preserved.

Submitting requests

End users with the service_requests.submit permission can browse the catalog and submit requests.

1. Open the Service Catalog portal.
2. Browse or filter by category to find the desired service.
3. Click on the catalog item to view its description, estimated fulfillment time, and required fields.
4. Fill out the form fields. Required fields are marked and must be completed before submission.
5. Set a priority for the request: Low, Medium, High, or Critical.
6. Add optional notes with any additional context.
7. Click Submit Request.

After submission, the request appears in the request list with one of two initial states:

Approval queue

Requests that require approval enter the approval queue, visible to users with the service_requests.manage permission. Approvers review the request details, form data, priority, and requester information before making a decision.

Approving a request

1. Navigate to Service Requests and filter by Pending Approval status.
2. Open the request to review the submitted form data, priority, and requester notes.
3. Click Approve to advance the request to the Approved state.
4. If a fulfillment workflow is linked to the catalog item, it launches automatically upon approval.

Rejecting a request

1. Open the pending request.
2. Click Reject.
3. Enter an optional rejection reason explaining why the request was denied.
4. The request moves to Rejected status. The rejection reason is appended to the request notes so the requester can see it.

Fulfillment

Once a request is approved, it enters the fulfillment phase. There are two fulfillment paths:

Automated fulfillment (workflow-linked)

If the catalog item has a linked fulfillment workflow, a workflow instance launches automatically when the request is approved. The workflow receives the request's form data, requester identity, and catalog item reference as input variables, allowing steps to act on the request details without manual intervention.

The workflow instance is linked back to the service request so you can track its progress directly from the request detail page.

Manual fulfillment

For catalog items without a linked workflow, an operator with service_requests.manage permission handles fulfillment manually:

1. Open the approved request.
2. Optionally assign the request to a specific team member or assignment group.
3. Update the status to In Progress while working on it.
4. When done, update the status to Completed. A resolution timestamp is recorded automatically.

Cancellation

A request can be cancelled at any point before completion by setting its status to Cancelled. A resolution timestamp is recorded on cancellation.

Request tracking

All submitted requests are visible in the Service Requests list. Users with service_requests.view can see requests within their organization.

Filtering requests

The request list supports filtering by:

• Status — filter to a specific lifecycle state (Pending Approval, Approved, In Progress, Completed, Rejected, Cancelled)
• Catalog item — show only requests for a specific service
• Requester — show only requests from a specific user

Request detail

Opening a request shows:

• The catalog item name and description
• Current status and priority
• Submitted form data
• Requester identity
• Assigned operator (if any)
• Notes, including any rejection reasons
• Linked fulfillment workflow (if applicable) with a direct link to the workflow instance
• Timestamps for creation, last update, and resolution

Categories

Catalog items can be organized by category to help users find services quickly. Categories are free-form text labels assigned when creating or editing a catalog item. Common categories include:

Categories are scoped per organization. Users browsing the catalog can filter by category to narrow down the list of available services.

Field reference

Catalog item fields

Service request fields

Request lifecycle

Service requests move through the following states:

Permissions reference

Troubleshooting