Service Catalog (authoring)
Route: /org/resolve/settings?tab=catalog · Permission: Author and manage the service catalog.
AI generation needs Create Service Desk Catalogue with AI.
1. What this tab is
Where the orderable items are defined. The consumer side — Request a Service — only displays what is authored here.
2. How it spreads
3. Item field reference
| Field | Required | Notes |
|---|---|---|
| Catalog Section | ✅ | The grouping heading. Sections are created separately with a name |
| Title | ✅ | e.g. Standard Developer Laptop |
| Item Key | ✅ | Auto-slugified from the title. Sent to the webhook as catalog_item_type |
| Description | Shown on the card and in the drawer | |
| Fulfilment webhook URL | Empty uses the org default | |
| Needs approval | Gates fulfilment behind an approver | |
| Active | Off hides it everywhere | |
| Visible to customers | Controls external visibility separately from staff |
Per-field intake options — Label, key, Type (Text/Email/Text Area/Dropdown/Checkbox), Required, Placeholder, Options, Default, Regex, Min/Max length, Error message — are documented in full on Request a Service.
It reaches your webhook as catalog_item_type. Renaming it after anything is wired up breaks the
receiving end silently — the request still submits. Treat it as immutable once live.
With it on, no ticket is created until approval. The item will not appear in the queue, will
have no SLA clock, and will show — in the requester's Ticket column.
4. Generate with AI
Generate Service Catalog proposes sections, items and intake fields. Review before saving.
5. Don't confuse this with…
| These two | Differ by |
|---|---|
| This tab vs Request a Service | Authoring vs ordering. Both called "the service catalog" |
| Catalog intake fields vs Custom Fields | One item's order form vs every ticket |
| Catalog sections vs Ticket Classification | Grouping orderables vs grouping tickets |
| Service request approval vs CAB approval | Catalog items vs changes |
6. Troubleshooting
| Symptom | Cause |
|---|---|
| Item not visible to customers | Visible to customers off, or Active off |
| Webhook fires, request never closes | 2xx acknowledges only; completion is reported separately |
| Integration stopped recognising an item | The Item Key was renamed |