The service catalog and request forms

How categories, services and request forms fit together, and how a request is fulfilled.

For Admins · Updated

The service catalog is what requesters can ask for. It has three levels, all managed under Settings › Service catalog:

LevelPurposeExample
CategoryGroups services for browsingAccounts & access
ServiceSomething IT provides, with service optionsVPN, with a “Standard” option
Request formWhat a requester fills in to ask for it“VPN access”, asking who it is for and why

Creating a request form

  1. Pick the service option it belongs to.
  2. Name it in the requester's words and add a short description.
  3. Add the questions it asks. “Requested for” lets someone ask on behalf of a colleague.
  4. Add keywords (for example “vpn”, “remote access”) so typed requests that mention them are matched to this form.
  5. Choose who fulfils it: a person or a group.
  6. Optionally require approval (see Approvals).
  7. Optionally choose a workflow: the tasks each request gets, for your teams (see Workflows).

How typed requests find a form

When someone types a request in their own words, ServAIceDesk first looks for a form whose keywords match, then asks AI to choose among your forms. Reported faults are never matched to a form: “the VPN keeps disconnecting” or “the scanner won't charge” becomes an incident, not a “VPN access” or “Replacement scanner” request.

  • Approvals Multi-stage approval for request forms, approving from My approvals or by email, and delegation.
  • How AI reads new requests What happens in the seconds after a request arrives: summary, case type, priority, mood and form matching.
  • Custom fields Adding your own fields to cases, making them required and showing them to requesters.

Can't find what you need? Signed-in admins can use Contact ServAIceDesk support under Settings › Billing & support.