Creating a Service for Requests

Overview

A requestable service is a service that generates a ticket.

Services have many parts. The steps below will outline each item that should be created for a Service.

Before you begin

Before you begin, write out the information you want to include, to ensure it meets the following quality standards:

  • It’s unique (not a duplicate of an existing article).
  • The title accurately reflects the content.
  • The content is clear, concise, and easy to follow.
  • All links are valid and functional.
  • The article is complete and ready for publication.
  • Tags, permissions, and category assignments are accurate and appropriate.

Keeping these points in mind from the start helps maintain a consistent, searchable, and user-friendly service. 

Procedure

If you've searched the Service Catalog and confirmed that no existing service covers your topic, follow these steps to create a new one. 

  1. Go to Services and click +New Service. 
  2. Select the appropriate Category. 
  3. Enter a clear, descriptive Name. 
  4. Provide a brief description to give users a quick preview of the service.
  5. In the Long Description, click Templates and select Service Request Template. 
  • Go through each section and follow the prompts to complete your information.
  1. Set the Order value. This determines where the service appears among its siblings (services within the same category). Services are displayed first by Order, then alphabetically.
  2. Use the Active button only after the service has been reviewed and approved.
  3. Assign the appropriate Manager, as the TDX group who will be responsible for the upkeep of the service. Best practice is to assign a group, rather than an individual. 

  4. Choose the Request Application to determine if individuals can submit new requests for this service.

  • If enabled, users can create request items of the selected type, as long as they have the needed application permissions (e.g., Ticket Requests).
  • If not enabled, users will not be able to create new requests tied to this service.
  1. Request Service Text: This is the text that is displayed on the "Request Service" button on the service details page when a user wants to request the service.
    This is only applicable if the service can be requested. If not specified, this will default to "Request Service". 
  2. Submit Button Text: Leave this field blank to use the default Submit button label.
  3. Tags: Improve searchability by adding relevant tags that are not already in the article.
  • Include common spelling variations (e.g., email, e-mail, wifi, wi-fi).
  • Use hyphens for multi-word tags (e.g., article-structure).

Note: Avoid over-tagging — too many tags can reduce search accuracy.

Contact Information:

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