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Service Request Placeholders don't show up in catalog index


The catalog index shows Service Requests with the same generic layout which is missing the Subject to easily visually identify what the request is actually about:


I wanted to get the Subject. I found several pages that are supposed to have working solutions, but don't.

One was to add the item.name placeholder in Admin > Service Catalog > Service Request, and the Compose Service Request Subject section. But that was already there.

I tried to add the subject from the insert window, {{custom_field.cf_subject}}, but doesn't show up on the index page either.

I have also tried {{ticket.subject}} {{ticket.description}}, but those don't work either.

This seems to be a bug. Otherwise, can you provide a working solution to customize the summary of a Service Request on the catalog index page? https://assetscience.freshservice.com/helpdesk/tickets/view/unresolved

Thank you,


Hi Kris, 

The custom Service Request Subject should help you in identifying the request item name and other details from the Service Item on the ticket list view page. I have created a ticket for this issue as this seems to be happening only for your account. We’ll get in touch with you on the ticket with further information. 

Thanks for using Freshservice! 

Hi Kris,

We see that our support team reached out to you regarding this by adding the placeholder for the custom Subject field in the Service item. I hope the solution helped you out.




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