To Create a Form Offering

7 min

Role: Administrator

Administrator have the ability to create new or modify existing templates from any business object configured for My Items.

The request offering template enables Administrators to create incident, change, request, and approval templates for requesters in the Self-Service Portal. Like other request offerings, these templates can be made available to all organizational units that exist on the tenant or only to specific organizational units. By default, the new offering templates are published to the entire organization.

Any business object that is part of the My Item configuration (by default, incident, service request, and approval) can be made available through a form offering. You can add relationships to other business objects (for example, change) to My Item, then use the corresponding templates. See Using Relationships.

Open the Request Offering workspace.

Click New > Form Offering from the toolbar. The Define form offering page opens.

Enter information into the fields.

Field	Description
Service	The service for which the form applies. Select from the drop-down list. This list is populated from the Services workspace.
Name	A unique name for the service.
Description	Describes how the form is used.
Anonymous Submit	Allows anonymous users to submit a request.

Click Next. The Select form layout page opens.

Click Change Image to edit the default image. See Default Icons for Request Offerings.

The image size cannot be larger than 50 KB.

We recommend square images.

The image dimensions can be as large as you like, but is scaled down to 48 by 48 pixels.

Enter information into the fields.

Field	Description
Business Object	Business object in Neurons for ITSM.
Object Layout	The available object layouts that are related to the chosen business object. Additional fields appear on the page. See Using Layouts.
Apply Template	Template that automatically populates certain fields.

Enter information into the remaining fields. These fields vary according to the chosen business object and object layout.

If you are using a version prior to the 2025.4 release, make sure the button is configured as a save action for the selected custom object. To customize the button, For more information, Create a Child Record.

Click Next. The Publish Action page opens.

Select an option from the Status drop-down list.

Field	Description
In Design	Saves the form offering without publishing it to users. You can modify this form offering later.
Published	Saves the form offering and makes it available under request offerings, but not under the Service Catalog. When setting this status, by default the organizational unit of the owner is added with all permissions checked. This form offering is available in the Service Catalog for this organizational unit unless modified.

Click Add.

Field	Description
Org. Unit	Selects an organizational unit from the list. You can only publish request offerings to organizational units to which you have access. For example, if you do not have access to the entire organization, your published offering will only be available to users in the organizational unit that you have selected and below.
Location	Only publishes to specific locations. You can designate multiple locations.
Submit	To submit the request offering from the Service Catalog by the designated organizational unit.
Edit	To modify the request offering (not the resulting service request).
Cancel	To cancel the request offering.
Delete	To delete the request offering (not the resulting service request).
Copy	To duplicate the request offering (not the resulting service request).

Click Save, Save & Exit, or Cancel.

To Skip Help and Resource Matching Screens in Request Offerings

When users submit a request offering from the Service Catalog, the default user experience includes a three-step process:

Help screen that prompts for issue title or summary.

Resource matching screen that displays suggested documents or knowledge articles.

The actual form where users enter request details.

If you want to bypass the first two steps and directly display the request form, you can configure this behavior at the layout level.

How to Skip Steps 1 and 2

To skip the Help and Resource Matching screens, disable the Matching Panel in the relevant form layout:

Go to Build > Business Objects.

From the list of business objects, select the object used in your request offering for example:

Incident

Problem

Knowledge

Security Incident (as shown in the example screenshot)

In the selected business object workspace, choose the Layouts tab.

Select the layout used for the Self-Service Portal. For example: SecurityIncident.SelfService

In the Toolbar section, clear the Enable Matching panel checkbox.

Select Save.

Enabling and Configuring the Matching Panel

To display the Help and Suggested Resources screens before the request form (Steps 1 and 2), enable and configure the Matching Panel in the relevant layout.

Steps to enable and configure

Go to Build > Business Objects.

From the list of business objects, select the object used in your request offering for example:

Incident

Problem

Knowledge

Security Incident (as shown in the example screenshot)

In the selected business object workspace, choose the Layouts tab.

Select the layout used for the Self-Service Portal. For example: SecurityIncident.SelfService

In the Toolbar section, select the Enable Matching panel checkbox.

Select Edit Matching Settings to open the configuration dialog.

In the Incident matching for the "null" layout window, configure the following:

Display name: Enter a label for the matching rule (for example, FAQ, Document Object Matching for Incident).

Run incident matching whenever the field changes: Select the source field (commonly Subject (Summary)).

Match keywords from Incident’s field: Select the field used to extract keywords (usually Subject (Summary)).

Search for matches in: Define the target objects to search, such as FAQ and Knowledge.

For each object:

Use Edit Preview to define how results are displayed.

Use Edit Filter to apply filters to the results.

Use the Delete icon to remove an object from the matching list.

Use the plus icon to add more objects.

(Optional) Select Provide feedback for knowledge article to allow user feedback on matching articles.

Set the number of matches to show per search area using the Show [x] matches per search area dropdown list.

Click Save.

Once enabled and configured, the Self-Service Portal displays Steps 1 and 2 (Help and Resource Matching Screens) before displaying the request form.