Service catalogue and service requests

The service catalogue is a menu of things people can ask for: a new starter's laptop, a shared mailbox, access to a system, a software licence. Each item has its own form, approval and checklist. Open Ticketing → Service Catalogue. The tabs are Browse, Requests and Manage.

Building an item (Manage)

Managers click New item and set:

• Name, description and category — categories group the items when people browse.
• Questions — text, long text, number, date, a pick-list or a tick box; each can be required and have help text.
• Approval — none, the requester's line manager (from HCM), named approvers, or the line manager and then the approvers.
• Fulfilment checklist — the tasks that make up the work.
• The ticket opened once the request is approved — queue, priority, issue type and default assignee — and how many working days it normally takes, which sets the due date.
• Who can see it — your staff, your clients in the portal, or both.

Deleting an item that has already been requested archives it instead, so past requests keep their details.

Requesting

Pick an item on Browse, answer the questions and send it — for yourself or on behalf of a colleague. Approvers are notified and approve or reject on the request page; a rejection needs a reason, which the requester sees. The Requests tab shows everything requested, with what is waiting for your approval marked.

Once approved, Plenix opens the fulfilment ticket with the answers in it and the checklist on the request. When the ticket is resolved the request is marked as fulfilled.

In the client portal

Items your clients can see appear in the portal under Request a Service. Clients see the questions, whether approval is needed and roughly how long it takes, then follow each request under My requests — including the reason if it was not approved — and can withdraw a request while it is still waiting for approval.