17.2. Create a Service Request and Set the Basics

Every service request begins as a draft that you build up and then publish. You can start from scratch or from a ready-made example.

1. Navigate to Service Requests from the sidebar.
2. Start a new request:
   • Create Blank — begin with an empty draft.
   • Start from Example — choose a pre-built template (such as a common onboarding or access request) to start from.
3. The editor opens on your new draft.

Filling in the Basics:

In the Basics section, set how the request appears in the catalog:

• Name: The title clients see (e.g., "New Employee Onboarding," "Request Software").
• Icon: Pick an icon that matches the request, options include New User, Offboarding, Security, Access, Laptop, Software, Email, and more.
• Description: A short explanation of what the request is for.
• Category: Groups related requests together in the catalog. Requests with no category appear under Uncategorized.
• Sort Order: Controls where the request sits relative to others in its category.

Click Save Basics to apply your changes.

Linking a Service (Optional):

In the Linkage section you can connect the request to an item from your Service Catalog. Use Search service catalog, then Select the service (or Clear to remove it). Linking a service ties the request back to a billable offering you've already defined.

See 14.3. Service Catalog for how services are set up.

Previewing as You Build:

The Preview panel shows a live preview of both the Catalog Card (how the request appears in the portal list) and the Request Form (what clients fill out), updating as you edit.

Saving Your Work:

Use Save Draft (or Create Draft) at any time to keep your progress. Your draft stays private until you publish it. Next, add the questions clients will answer in 17.3. Build the Request Form.