Service catalogue

The service catalogue lists the things employees can ask IT for, each with its own request form, so a request arrives with the details already filled in.

Adding a service

1. Go to Admin Portal → Service Catalog and click Add Service.
2. Give it a name, description, category and default priority.
3. Under Request form, add the questions to ask: short or long text, a choice from a list, a date, or yes/no. Mark the ones that are required.
4. Turn on Requires approval if someone has to agree first, and enter the approver’s email.

What employees see

In the employee portal, Raise a Request opens the catalogue. Picking a service shows its form. The request becomes a ticket with the service’s category and priority and the answers attached, and your routing rules and automations run on it.

Approvals

For a service that needs approval, the approver gets an email with a link to review the request and approve or decline it (declining asks for a reason). The ticket shows Waiting for approval until then. Admins, or the approver if they have a DeskAI login, can also decide from the ticket. Approved requests carry on as normal, and their SLA clock starts at approval; declined requests are closed. The requester is emailed either way. Approval emails need the SMTP settings under Email Settings.