Service Catalog Guide
Build a self-service IT portal with structured request forms, multi-step approval chains, and automated fulfillment workflows.
Overview
The Service Catalog is a curated menu of IT services that users can request through a structured form. Instead of submitting a free-form ticket, users select a service (e.g., "New Hire Onboarding" or "Software Installation Request"), complete a guided form, and submit — triggering a defined approval and fulfillment workflow automatically.
Administrators configure catalog items, request forms, and approval chains. End users browse and submit. Approvers review and decide. Technicians fulfill. ForsetiDesk tracks every step with a full audit trail.
Creating Catalog Items
Navigate to Admin → Service Catalog and click New Item.
| Field | Description |
|---|---|
| Name | Displayed on the catalog card (e.g., "Laptop Replacement Request") |
| Description | Short explanation shown on the catalog card |
| Icon | Lucide icon name (e.g., laptop, user-plus, key) |
| Category | NEW_HIRE, ACCESS_REQUEST, SOFTWARE_REQUEST, HARDWARE_REQUEST, CHANGE_REQUEST, or GENERAL |
| Est. Fulfillment Days | Displayed to users as an expectation (e.g., "2 business days") |
| Form Layout | The request form designed in the Form Builder |
| Approval Chain | Optional — select a pre-configured approval chain |
| Active | Toggle to show/hide the item in the public catalog |
Form Builder
The Form Builder is a drag-and-drop editor for creating the request form attached to a catalog item. Forms are organized into sections.
Adding Sections
Click Add Section to create a new named group of fields. Sections appear as collapsible panels on the request form. Give each section a descriptive name (e.g., "Employee Information", "Software Details", "Justification").
Adding Fields
Within each section, click Add Field and choose a field type:
| Field Type | Use Case |
|---|---|
| Text | Short answers — name, ticket number, system name |
| Textarea | Longer explanations — business justification, description of need |
| Dropdown | Single selection — department, software version, access level |
| Multi-select | Multiple selections — permissions needed, systems to access |
| Date | Start date, deadline, required-by date |
| Checkbox | Confirmations — "I have manager approval", "I agree to the policy" |
| Number | Quantities — number of licenses, number of devices |
| Delivery address, contact email for a new hire | |
| Phone | Contact number, extension |
| URL | Link to requirements doc, vendor site |
| File Upload | Attach a purchase order, approval email, requirements document |
| Heading | Visual grouping within a section (not an input) |
| Paragraph | Instructional text or policy notice (not an input) |
| Divider | Horizontal line for visual separation (not an input) |
Configuring Fields
Click the pencil icon on any field to edit:
- Label — the question or field name displayed to users
- Placeholder — hint text shown inside the input
- Required — toggle to make the field mandatory
- Options — for Dropdown and Multi-select, enter one option per line
Reordering
Drag sections and fields to reorder them. The order in the builder matches the order on the request form.
Conditional Fields
Show or hide fields based on user input. This keeps forms focused — users only see fields relevant to their answers.
- Edit a field and enable Conditional Display.
- Select the controlling field (must be a Dropdown, Multi-select, or Checkbox earlier in the form).
- Enter the trigger value — the field appears only when the controlling field has this value.
Example: A "Software Type" Dropdown has options "Licensed" and "Open Source". A "License Key" Text field is configured to show only when "Software Type" equals "Licensed".
Approval Chains
Approval chains define who must approve a service request before it moves to fulfillment. Configure chains at Admin → Approval Chains, then assign to catalog items.
Approver Types
| Type | Who Approves |
|---|---|
| Specific User | A named individual — e.g., "Sarah (IT Director)" |
| Role | Any user with ADMIN, TECH, or QA role can approve the step |
| Manager | The requestor's manager (set via Admin → Users → Manager field) |
Creating a Chain
- Go to Admin → Approval Chains and click New Chain.
- Name the chain (e.g., "Standard IT Approval", "High-Value Purchase Approval").
- Add steps in order. Each step has one approver type and target.
- Save the chain. Assign it to catalog items via the item editor.
Sequential enforcement: Step 2 activates only after Step 1 is approved. If any step is rejected, the entire request is rejected immediately.
Workflow Designer (Enterprise)
The Workflow Designer is a canvas-based editor for defining what happens after a request is approved. It complements the Approval Chain (which handles pre-submission approvals) with visual post-approval fulfillment automation.
Building a Workflow
- In the catalog item editor, click Edit Workflow to open the designer canvas.
- Drag node types from the palette onto the canvas.
- Connect nodes by dragging from one node's output port to another's input port.
- Click any node to configure its properties (assignee, notification target, timer duration, etc.).
- Every workflow must start with a Start node and end with at least one End node.
Node Reference
| Node | Purpose |
|---|---|
| Start | Entry point — triggered when the request is approved |
| Task | Manual step — assignee is notified; marks complete when done |
| Approval | In-workflow approval gate independent of the pre-submission chain |
| Notification | Send an email or push notification to a user or role |
| Condition | Branch based on form field values or prior step outcomes |
| Parallel | Fan out to concurrent branches; all must complete before continuing |
| Timer | Delay execution; optionally escalate if a task is not completed in time |
| End | Terminal node — marks the request as FULFILLED |
Submitting a Request
- Navigate to Service Desk → Catalog.
- Browse catalog items or search by name. Click a card to open the request form.
- Complete all required fields (marked with *).
- Review your inputs and click Submit Request.
- If the item has an approval chain, the request enters PENDING_APPROVAL. If no approval is required, it goes directly to APPROVED and then IN_FULFILLMENT.
Approving or Rejecting
When you are the designated approver for the current chain step, you receive an email notification (if SMTP is configured) and a push notification (if the mobile app is installed).
- Navigate to Service Desk → Requests and open the pending request, or go to Service Desk → My Approvals.
- Review the request details and the submitted form responses.
- Click Approve or Reject. Add optional notes explaining your decision.
- Your decision is logged in the approval timeline. If approved, the next chain step (if any) activates.
Fulfillment
Once all approvals are granted, the request status becomes APPROVED. A fulfillment technician can then:
- Click Begin Fulfillment — status changes to IN_FULFILLMENT.
- Optionally click Generate Ticket to create a linked help desk ticket for tracking the work.
- Complete the fulfillment work. Add notes on the request record as work progresses.
- Click Mark Fulfilled — status changes to FULFILLED.
- Click Close to archive the request — status changes to CLOSED.
My Approvals View
Navigate to Service Desk → My Approvals to see all requests currently waiting for your approval action. This view only shows requests where you are the active approver for the current chain step — you won't see requests waiting on other approvers.
The My Approvals view is also available as a dashboard widget, giving approvers a quick glance at pending work without navigating away from the main dashboard.