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    Service Catalog

    Can I add custom fields to a service item? If yes, then how?

    Yes, we can add custom fields to a service item. Navigate to admin-> Service Catalog and click on the required service item. Select the Custom Fields tab to add a new field into the Service Item

    Why is the location panel greyed out when editing a loaner item?

    For Loaner items, the location that is mapped to the associated loaner assets will be automatically taken as the default location. To prevent this information from being manually modified, the location field is greyed out.

    How to restrict catalog items to specific users?

    You can restrict the visibility of Service Items to specific requester groups. This can be enabled by navigating to the ‘Settings’ tab under the Service Item and enabling the “Group Level” visibility. Use the ‘Visible Groups’ option to specify the requester groups with access to the item.

    Can I have a service item in multiple service categories?

    A particular service item can only be associated with one service category. However, as a workaround, we suggest creating multiple clones of the service item and associating each clone to different categories.
    Use the clone option available against the Service Item in the item list view to create a copy.

    How do I edit the subject for service requests?

    You can use the ‘Customise Service Request subject’ available under the ‘Settings’ tab of the service item to customize the subject line of the Service Request. We even have placeholders that can be included in the subject line to make it more informative.

    Can we allow attachments when raising a service request?

    Attachments for a Service Request can be enabled under the ‘Settings’ tab of the service item by selecting the “Allow Attachments” button.

    What are the types of fields that can be added to a service item?

    You can create the following types of fields on your service request form:

    • Single line text 

    • Paragraph text

    • Checkbox

    • Number 

    • Dropdown 

    • Date

    • Decima

    • Dependant field

    What is a loaner item?

    These are temporary items which can be requested by a user for a specific period of time. These items are tied to assets marked as ‘usage type : temporary’ in your inventory.
    Loaner items are subject to availability. If the item is not available in the inventory for the requested time slot, the request cannot be placed.

    What is the difference between loaner item and permanent item?

    A permanent item will be indefinitely assigned to the user while a loaner item is temporarily assigned to the user for the requested time period. 
    There is no cap on the number of requests that can be placed for a permanent item. Loaner items, on the other hand, are subject to availability. If the item is not available in the inventory for the requested time slot, the request cannot be placed.

    Why aren’t the service items I create not displayed in the catalog?

    Please check whether the service item is in published state. If it is currently in draft, then the item will not be visible in the service catalog.
    Also, the item will be hidden from requesters who do not have access to it.

    Can I do bulk actions on service items?

    No, we cannot perform bulk actions on service items. Each service item must be updated individually.

    How to view service items that aren’t published but saved as draft?

    Navigate to admin-> service catalog and click on the service item in question. The current status of the service Item (Published/Draft) will be mentioned next to its name.

    Can we reorder service items in a bundle?

    No, we cannot reorder the items in a service bundle.

    Do we have limitations on the number of custom fields that can be created in a service item?

    Freshservice does limit the number of fields that can be added to the service request form. 

    Limits by Field Type:

    Dropdown - 50

    Nested Dropdown - 6

    Text - 10

    Integer - 10

    Decimal - 10

    Paragraph Text - 10

    Checkbox - 25

    Date Field - 10

    What are all the specifications of an image that we can upload for a service item?

    The following are the specifications for an image that can be used as a thumbnail for a service item,

    • Only Image files can be used

    • For best results please select images which are 130 * 130 pixels

    Can we have shared fields between service items?

    No, We cannot have shared fields between Service Items.

    Can we reorder service categories?

    Yes, you can do this using the ‘Reorder’ button next to the service category list. Click on reorder and then drag and drop the categories in the order you want them listed.

    Can we clean up all the default service items?

    Yes, we can delete all the default Service Items by using the “Delete” option available in the service item edit page. 

    Can I import/export service items?

    No we cannot import or export Service Items. 

    What are all the mandatory fields that is necessary to submit a loaner service request?

    The mandatory fields which are required to submit a loaner service request are 

    • From Date and Time

    • To Date and Time

    • Location

    Why child service items are visible in the end user portal?

    The Child service items are visible in the end-user portal in order to avoid duplicate requests being raised. Plus it also enables ease of access to the user as they can receive multiple items by raising a single Service Request with Child Items linked to it.

    Can we have multi stage approvals for service requests?

    You can automate service request approvals by creating a workflow using the Workflow Automator. Let’s assume a scenario where whenever you get a service request for an Apple Macbook, you will have to send it to the requester’s approval manager and the department head. The service request will be sent to the fulfillment team only after the approval from both the managers. 




    Also, refer to the article below for further reference:

    https://support.freshservice.com/support/solutions/articles/211198-setting-hierarchical-approvals-for-service-requests-using-workflow-automator-

    How to change the delivery stages of a service request?

    Once a Service request is raised, you would be able to change the stage of the item by clicking on Requested items and then the Stage field next to the service item.


    Can I set approval reminders for service requests?

    You can set approval reminders to be sent out to approvers every x number of hours. You can define the interval at which the reminder emails have to be sent. This can be achieved by going to the Email Notification > Tickets > Service Request Approval.

    I’m not able to create child service requests for service request manually?

    Child Service requests will be automatically created when the additional service items associated with a Service Request are also enabled and requested by the user. We cannot manually create a child service request as they will be automatically triggered.

    Can I send approval comments to a requester?

    With the use of workflow Automator, you would be able to configure an Automator so that once a ticket has been approved, you can trigger an action to send an email to the requester and include the placeholder for “Approval Comments”.



    Can I convert an Incident to a Service Request?

    Yes, We can convert an Incident into a Service Request

    We can change the type by selecting “Service Request” from the “Type” field available under Ticket “Properties” tab against the corresponding ticket.

    I lost the requested items information when I changed the type of a ticket to an Incident, Why?

    We will lose all the requested items when we convert a Service Request into an Incident because we cannot request service items by raising an Incident.

    An incident can be raised to report any unplanned disruption which hampers productivity, Whereas a Service Request can be raised to request for specific service items in your helpdesk.

    How can I trigger automation for one specific service item/ category?

    We can use the Workflow automation to trigger automation scenarios for a Specific Item or a Service Category. You can choose the condition to be as “Requested items include” or “Service category”

    Eg: When there is a service request is raised with a request for Asset Type as Laptop it can be automatically assigned to the Hardware Team.

    How can I trigger automation based on a specific field in a service item?

    Using the workflow automator, you can choose the condition block to be as Requested Items include and enter the service item details. After this, you will see an option to add sub condition, clicking on that you should be able to set conditions based on a specific field within the service item as shown below:


    How can I send requested item details in the approval link or the email notifications?

    The approval link by default would have the requested item information on the page, however, if you want the email to contain the information, the email template can be edited from Admin-->Email Notifications-->Service Request Approval. Here you can include placeholders to include the service item details if needed.

    Can I set visibility restrictions for service category?

    No, We cannot set visibility restrictions for Service category. They can only be enabled for Service Items.

    Can I make attachments mandatory for a service item?

    Not by default, As a workaround you can create a workflow to trigger a mail to the requester to add the attachment required.


    Or you can write to support.freshservice.com to make it a mandatory field.

    Do we have limitations on the number of custom fields that can be created in a service item ?

    The total limit of fields  is 50 fields per service item which is inclusive of dropdowns + text fields + URL fields.

    Please reach out to support@freshservice.com for further information.

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