Adding services to your service catalog




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Verified AI summary ◀▼
Create and publish services in your service catalog to allow users to request them through the help center. As an admin, you can add services with custom ticket fields and optional images to enhance user experience. Once services are created, save them as drafts and publish them when ready, enabling automatic ticket creation linked to each service request.


The service catalog is a user-defined ticket channel. If service catalog has been turned on, Support admins can create a list of
services and assets that users can then request through the help center. When a user
submits a service request, a ticket is automatically created and linked to the service
or asset, and includes all of the unique fields and data required to resolve the
request. This article describes how to add services to your service catalog and publish
them so users can start submitting service requests.
This article contains the following topics:
Adding services to the service catalog
Publishing services to your service catalog


Related articles:
Editing and managing services in your service
catalog
Submitting service catalog
requests




Adding services to the service catalog

When you create and publish a service, it's added to the service catalog items list
and is available for users to request from their service catalog.
When you create service catalog items, accompanying ticket forms are created automatically. A
ticket field named Service is also automatically created on your instance
when you start using the service catalog. You cannot edit or delete these ticket
forms or ticket fields.


You must be a Support admin to create services.

To create a service catalog item
In Knowledge admin, click Service catalog
( ) in the sidebar.
Click Create service.
Add the Title and description for the service. The title and
description are used to identify the service to end users on the related
catalog page. When users select the service, the full description
appears on the service catalog page for that service.
You can use
the rich text editor to add formatting and images to your description,
which will be visible to users.


Click Add field and select Fields.
In the sidebar, click the add icon (+) next to each custom ticket field you want to
add to the service. Adding custom ticket fields to services allows users
to provide more details about their specific request. For example, if
you're adding an Apple MacBook Pro to your service catalog, you might
want to add fields for storage size, shipping address, or other
details.
If the field that you're looking for isn't listed in the
Fields sidebar, you can create a new custom ticket
field or update an existing one's
permissions.
Note: To be available for use in services, custom ticket
fields must have their permissions set to Customers can
edit.


(Optional) Click Add field and select one of the following options to
integrate the service catalog item with IT assets (EAP):

Available asset types: Use the sidebar to select which asset
types' available assets should be listed for this service catalog
item. This field is often used in service requests for new
hardware.

Assigned assets to user: Use the sidebar to select which
types of assets assigned to the user should be available to select
for this service catalog item. This field is often used in service
requests related to issues with a user's assets.

If it isn't necessary for the requester to select the asset type
relate to their request, select Hide field from end
user.

(Optional) If you want to add a thumbnail image to the service, making it
easier to recognize within the catalog, click the settings icon ( ) in the top right corner and then browse for or
drag and drop a file into the panel.
Click Save draft. When you're ready to make the service available
to users in the service catalog, you must publish it.






Publishing services to your service catalog

Services can be created ahead of time and saved as drafts. To add the service to the
service catalog, a Support admin must publish it.

To publish services

In Knowledge admin, click Service catalog
( ) in the sidebar..

Click the title of the service you want to publish.
Click the drop-down arrow next to Save draft and select
Publish.





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