17.5. Publish, Version, and Manage Service Requests

A service request stays private until you publish it. Publishing pushes the current draft live to the client portal as a new version.

Publishing a Service Request:

1. Open the service request and go to the Publish section.
2. Review the Publish Validation panel. AlgaPSA checks that the request is complete and shows Publish validation passed when it's ready, or lists any issues that must be fixed first. Common checks include:
   • Name is required.
   • The linked service still exists.
   • Ticket routing has a Board, Status, and Priority (or both Impact and Urgency when priority isn't set directly).
3. Click Publish.

If there are outstanding validation issues, publishing is blocked until you resolve them.

Versions and Draft Changes:

The Publish section also tracks the request's history:

• Current Draft State: the state of what you're editing.
• Last Published Version: the version number currently live (e.g., v3), or Never published.
• Published At and Draft Updated At: when the live version went out and when the draft last changed.

After you publish, you can keep editing. A published request with newer edits shows as Draft Changes in the list, signalling that your draft differs from the live version. Publishing again promotes those edits to a new version.

Managing the Catalog:

From the Service Requests list, the actions menu on each row lets you:

• Duplicate: copy a request as a starting point for a new one.
• Archive: retire a request and remove it from the client portal.
• Unarchive: restore a previously archived request.

Use the Show archived toggle to include archived requests in the list. The list also shows each request's State (Draft, Draft Changes, Published, or Archived) and when it was last Updated.

Tip: Duplicate a working request when you need a close variation — for example, separate onboarding forms for different departments — rather than rebuilding from scratch.