For a company with several hundred service requests coming in per day, it gets tough for IT to manage all requests within the predetermined time window.


With Service Request Fulfillment, agents can now quickly search for an item in stock and allocate it to the user within the ticket’s page. Thereby, reducing the workload involved in requesting and receiving access to these services.


How to Fulfill a Service Request:


  • Prerequisite: While creating a service item under Admin -> Service Catalog -> Service item, make sure to fill the Link Asset Type and Producsection under Settings. If you miss it out, the “Fulfill Request” option will not be available in the service request’s page.



For Hardware:


  • Once you receive the service request, click Fulfill Request from the requested item’s tab.

  • Choose the quantity required from the number of items in stock for the selected product or asset type (eg. laptop) and click Next

    • If there are no assets in stock for the selected product or asset type, you can use the search to find any hardware asset (irrespective of the asset state) in Freshservice

  • Once that’s done, verify and make changes to the asset assignment details and the item stage and click on Assign.



  • You can click the icon -> Edit under Assets tab if you wish to make further changes after a request is fulfilled.

  • To put a particular asset that’s been fulfilled back to stock, go to the Assets tab and click the icon -> Delete. 


For Consumables:


  • Once you receive the service request for consumables, click Fulfill Request from the requested item’s tab.

  • Choose the item and enter the quantity required and click Next.

  • Verify and make changes to the item stage and click on Assign. 

  • The quantity in the consumable asset will be updated based on the quantity assigned in the fulfilment process.


Note: In case you don’t meet the required quantity for a particular request, you could choose Partially Fulfilled in the item stage.



  • You can click the icon -> Edit under Assets tab if you wish to make further changes after a request is fulfilled.

  • To delete a particular consumable that’s been fulfilled, go to the Assets tab and click the icon -> Delete.


Note: Once the consumable is deleted after it’s been fulfilled it will automatically be added back to stock.


Heads Up!


  • You can only fulfil hardware and consumables requests.