Adding services to your service catalog


The service catalog is a user-defined ticket channel. If the service cataloghas 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.


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Summary: ◀▼
You can add services to your service catalog to let users submit service requests through the help center. Each service includes a request form with customizable fields and attachments. After creating a service, you can categorize and add images before publishing it to make it available for users. This helps organize and streamline service requests linked to specific services or assets.


The service catalog is a user-defined ticket channel. If the 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
Creating and managing categories for your
service catalog
Submitting service catalog
requests

Workflow recipe - Building an employee
service catalog with Zendesk





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.


Configure the service request form by clicking Add field and
selecting from the following options:

Fields: Allows you to add custom ticket fields to the service
item, allowing users to provide more details about their specific
request. In the sidebar, click the add icon (+) next to each ticket field you
want to add to the service. Adding 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
field's permissions.
Note: To be available for use in services,
custom ticket fields must have their permissions set to
Customers can edit.



Upload files: Allows users to add attachments to service
requests for this service item. Use the sidebar to modify the
attachments Field name and Description and select
whether attachments are Required to submit a request.

Available asset types: (ITAM EAP only) Allows users to select
the type of IT asset associated with the service request. Use the
sidebar to select which types of 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: (ITAM EAP only) Allows users to
select IT assets already assigned to them that are associated with
the service request. Use the sidebar to select which types of assets
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. Select whether the field is Required to submit a
request and whether to Allow users to choose certain
asset types.



Click the settings icon ( ) in the top right corner, click Select
category, and select one or more categories. If you haven't created service categories or
don't select a category, the service is added to the catalog as
uncategorized.

(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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