Why It Matters
The Service Catalog is where employees can create tickets using tailored forms. Instead of back-and-forth emails asking for basic details, customized forms capture all the necessary information upfront, instantly categorizing the issue and speeding up resolution times.
How to Set It Up
- Create the Form: Go to Service Catalog → Configure and click New Form.
- Add Item Details: Under Item Details, add the form description, assign or create its Service Catalog category, and configure its access controls. You can control who can access the form, allow direct access, or make it available to unauthenticated users.
- Configure the Resulting Ticket: Open Form Builder. Under Form Properties, select the ticket category, template, ticket type, and SLA that should be applied when the form is submitted. The Template field becomes available after you select a category. Service Catalog forms can create either an Incident or a Request.
- Add Form Fields: Click Add Fields and select the questions required for the request, such as text, number, date and time, checkbox, dropdown, actor, urgency, request type, file, or item fields.
- Map Responses to Ticket Fields: Select a question and expand Field Properties to configure the question and map its answer to a compatible ticket field. Field mapping is now configured directly against each question instead of through a separate Destinations tab.
- Preview and Publish: Open Preview to verify the completed form. Click Save as Draft to preserve unfinished work or Save & Publish to make the form available.
Next Steps
Create a simple Incident or Request form, map one question to a ticket field, preview it, and submit a test request to confirm that the resulting ticket contains the expected category, template, SLA, and field values.
