--- title: Service Catalog slug: neurons-for-itsm/self-service-help/enu/latest/service-catalog createdAt: 2026-06-26T14:41:59.715Z --- **Overview** The **Service Catalog** 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 Catalog workspace* ::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/usjAEBhUj-FbhHW8V1dYa_service-catalog-v3.png" size="80" isUploading="false" width="1894" height="979" darkWidth="1894" darkHeight="979" showCaption="false"} 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 Favorite (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** : Organize Request Offering by their category to streamline your search such as ascending or descending order. - **Save as draft** : When creating a request, you can save it as a draft and submit it later. Requests that are pending submission are displayed as drafts. To view all drafts, click Drafts, the draft are displayed in top-right corner of the page and the entries in lists are sorted by the last modified date and time, rather than the original creation date. - **Search by keyword** : Use the Search bar to find Request Offering using specific keywords. :::hint{type="info"} You can also track the progress of your requests and incidents from the **My Items** workspace. ::: ::::ExpandableHeading ### Creating a Generic Request :::hint{type="info"} If the Generic Request has not been configured by your administrator, it will not appear in search results and cannot be created. ::: Creating a generic request 1. Log in to Neurons for ITSM. 2. On the **Service Catalog**, in search bar, type generic request. :::Paragraph{indent="1"} The **Generic request** appears or the type of offering that is set by your administrator is displayed, by default. ::: 3. In the **Generic request** page, enter the required details and click **Submit** to raise work order request. :::: ::::ExpandableHeading ### Reporting a new incident 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. 1. From the workspace menu, click **Service Catalog**:inlineImage[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/Tj8dZ1dChrRfeh7PRJsjo_service-catalog-icon-ssm-3017x17.png" alt caption size="10" width="17" height="17"} icon . :::Paragraph{indent="1"} By default, the system displays all offering records for available products and services. ::: 2. From the **Filter by** dropdown list, select **Report New Incident**. :::Paragraph{indent="1"} The Service Record form appears. ::: 3. 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**. :::Paragraph{indent="1"} The Matching Panel page displays related articles that may help resolve the issue. Browse through the suggested solutions: ::: :::Paragraph{listStyleType="disc" indent="2"} If a solution works, click **Resolve** to close the incident. ::: :::Paragraph{listStyleType="disc" indent="2"} If the solution doesn’t work, click **Back** to explore other options. ::: 3. If no solution works, fill out the fields in the form and provide detailed information in the **Description** field. 4. In the **Urgency** field, select the urgency level of the issue and click **Save Incident**. :::Paragraph{indent="1"} The issue is an incident with an ID that you can track in the **My Items** workspace. ::: 4. 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. 5. 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 Items](docId\:cqdOFuC1zkajAfe8P-W3C). :::: ::::ExpandableHeading ### Submitting and Managing Service Request A **Service Request** is a formal request you make for a product, services, or access as part of regular organizational operations. This can include requests for hardware, software, system access, or other standard offering. 1. Log in to Neurons for ITSM. 2. From the workspace menu, select **Service Catalog**:inlineImage[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/Tj8dZ1dChrRfeh7PRJsjo_service-catalog-icon-ssm-3017x17.png" alt caption size="10" width="17" height="17"}icon . :::Paragraph{indent="1"} By default, the system displays all offering records for available products and services. ::: 3. Use the **Filter by** or **Sort by** dropdown list, to narrow your search and select the desired offering. :::Paragraph{indent="1"} The Service options form appears. ::: ::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/3Kgz8qHyjScWt_E0YdM49_ssm-map-view.png" size="80" isUploading="false" position="center" width="1881" height="1494" darkWidth="1881" darkHeight="1494" showCaption="false" indent="2"} 4. In the **Service options** form, enter the necessary information in the fields. :::Paragraph{indent="1"} The layout of the form varies depending on the request type selected. ::: 5. After entering all the required information, click **Request Now** to submit your request. :::Paragraph{indent="1"} You can now track the request from **My Items** workspace. ::: :::hint{type="info" indent="1"} Once you submit the request, you can't edit or delete the request. ::: 6. You can track the status of the request from your **My Items** workspace. You may receive email updates from the Service Desk requiring additional information. Respond within the given time; otherwise, the request will automatically close without resolution. 7. If you need to update an in-progress offering request, you can add notes or attachments, such as images or documents. For more details, see [My Items](docId\:FuUq41HWreORGcQCNsyeH). :::: ::::ExpandableHeading ### Using Multi-Select dropdown in Request Offerings :::hint{type="info"} Multiple selection in dropdown is available only if an administrator has enabled it. ::: From Neurons for ITSM 2026.3, you have flexibility to choose single, multiple, or all values in a dropdown that supports multi-selection. To use a multi-select option in dropdown: ::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/cSjafiwl7mZssABNQeaQx_multiple-selection-ssm.png" size="80" isUploading="false" position="center" width="1911" height="1030" darkWidth="1911" darkHeight="1030" alt="Typical multiple dropdown selection" showCaption="true"} 1. Open the required request offering in the **Service Catalog**. 2. In the dropdown, you can select one value, or multiple values, or all values, depending on how the administrator configured the field: - **Multiple selection** - If the field allows multiple selections, a message below the dropdown displays the maximum number of values you can select. You cannot select more than the specified limit. This message appears only when multiple selections are enabled. - **Select all **- If the field is configured with the Select all option, you can select all available values at once. The selected items appear at the top of the dropdown and are also shown as labels in the list. :::hint{type="info"} When you select **Select all**, you cannot clear the selection by clicking **Reset**. ::: After submitting the request: - View the request in the **My Items** workspace. - Edit the selected dropdown values, if required. :::hint{type="info"} If you click **Clear all** in a multi-select dropdown, removes all selected values. Previously selected values cannot be retained and must be selected again. ::: :::: :::ExpandableHeading ### Working with Copy Link and Send an Email You can use the **Copy Link** and **Send Email** features to share offering records to an other application, such as email. 1. Log in to Neurons for ITSM. 2. From the **Service Catalog** workspace, select a record and click either the Copy or share link:inlineImage[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/nFlQMnfPm3gumY3YpYxCx_icon-ssm-3024x24.png" alt caption size="10" width="24" height="24"}icon. - **To copy the link**: Select **Copy Link**. A message will confirm that the link has been copied to your clipboard. - **To send an email**: Select **Email** :inlineImage[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/bKAPWsEbZSb3ykQx3Auvu_send-email-ssm-3018x18.png" alt caption size="10" width="18" height="18"} icon. The default email client opens with the offering record in the email body. Enter the recipient details and send the email. ::: ::::ExpandableHeading ### Working with Favorites :::hint{type="info"} The option is not enabled by default, it will only appear if your administrator has set it up for your role. ::: The Favorites category lists all offering that you have added to the Favorites, they appear at the top as tiles. :::Paragraph{listStyleType="disc" indent="2"} To view all Favorites, select the **Favorites** option from the** Filter By** dropdown list. ::: :::Paragraph{listStyleType="disc" indent="2"} To add a offering to your Favorites, in the Service Catalog workspace, click the **Favorites** icon. ::: :::Paragraph{indent="2"} A pop-up message confirms the offering has been added. ::: ::::