Service Catalogue

3 min

Overview

The Service Catalogue workspace allows you to request, view, and manage Request Offering and Incidents. It lists all products and Request Offering available to you, such as requests for software, computers, or email, and groups them by category. You can track the progress of your requests through their lifecycle.

Service Catalogue workspace

You can use the following features to view records within the workspace:

Filter by category or presets : Filter Request Offering by department, Most popular, or Favourite (lists Request Offering marked as favorites) or preset to define the category such as (HR Services, Most Popular Request Offerings, New Incidents, IT Services, Facility Services).

Group by category : Organise Request Offering by their category to streamline your search such as ascending or descending order.

Save as draft : Save Request Offering as drafts to complete and submit later. Unsent requests appear as drafts at the top-right of the page.

Search by keyword : Use the Search bar to find Request Offering using specific keywords.

You can also track the progress of your requests and incidents from theMy Items workspace.

An Incident Report is submitted when an unexpected issue disrupts normal offering operations, such as system outages, application errors, or hardware failures. Unlike offering, incidents are urgent and require immediate attention to restore offering. Incident reports involve investigation, diagnosis, and resolution, often requiring follow-up actions to ensure full resolution. When you enter an issue title while raising a case, related links are displayed. You can review these links to potentially resolve the issue without submitting the incident.

From the workspace menu, click Service Catalogue icon .

By default, the system displays all offering records for available products and services.

From the Filter by dropdown list, select Report New Incident.

The Service Record form appears.

If the issue does not match the available options, click New Incident. In the form displayed, enter information into the fields as required, and click Continue.

The Matching Panel page displays related articles that may help resolve the issue. Browse through the suggested solutions:

If a solution works, click Resolve to close the incident.

If the solution doesn’t work, click Back to explore other options.

If no solution works, fill out the fields in the form and provide detailed information in the Description field.

In the Urgency field, select the urgency level of the issue and click Save Incident.

The issue is an incident with an ID that you can track in the My Items workspace.

You may receive email updates from the Service Desk or Help Desk requiring additional information about the incident. If this occurs, respond within the period of time indicated in the email; otherwise, the incident automatically closes without resolution.

You can search for offering using the Search Services field. You cannot edit an incident once it is logged, but you can update it with notes or attachments (such as images or documents). You can also close an incident, regardless of its status. For details, see My ItemsMy Items.

Service Catalogue

Creating a Generic Request

Reporting a new incident

Submitting and Managing Service Request

Working with Copy Link and Send an Email

Working with Favorites