IT service management
Service catalog and service requests for IT teams
Publish a catalog of IT services and let users raise service requests against them, with approval flow — ITSM structure without a separate ticketing tool.
Running in production today: the ITSM service catalog and service request workflow.
- Workflow
- What teams can do here
- Step 1
- Define catalog items
- Step 2
- Users raise requests
- Step 3
- Route for approval
- Step 4
- Fulfil and track
How it works
Publish requestable services
Create catalog items with a name, description, category and icon. Each item carries a dynamic request form defined as a JSON field schema — you choose the fields (name, label, type, required, options) users must fill in, so a "New laptop" request and a "VPN access" request each collect exactly what fulfilment needs.
Set approval and a fulfilment SLA per item
Toggle approval_required on any item and set fulfillment_sla_hours (defaults to 24). When a request comes in against an item that needs approval, it is automatically routed to Pending Approval instead of straight into fulfilment.
Users raise service requests
Every request is auto-numbered (SR-00001, SR-00002…) and scoped to the organisation. It captures who raised it (requested_by), who it is for (requested_for), the submitted form_data and a priority (urgent / high / medium / low).
Approve, then fulfil against the clock
Approve, reject and fulfil are admin-only actions — the requester cannot approve their own request. On creation the fulfilment SLA due time is stamped from the catalog item; if a request is fulfilled after that deadline it is flagged sla_breached.
Track the queue
A stats endpoint returns totals, open requests, SLA breaches and a by-status breakdown, and the request list exports to CSV for reporting.
A worked example
Say a 300-person company hires six people a month, and every onboarding used to start with a vague email to IT. The team publishes an "Employee Onboarding" catalog item whose form asks for department, start date and required software, with approval required and an 8-hour fulfilment SLA. A hiring manager raises SR-00042; because approval is required it lands in Pending Approval, and an IT admin signs it off — the manager cannot self-approve. The desk completes it in hour nine, so the request is auto-flagged as an SLA breach, and the miss shows up in the by-status stats the next morning instead of vanishing.
Built around real workflows
Highlights below describe capabilities already present in the protected app behind this page.
- 01
- Published service catalog
- 02
- Service request intake
- 03
- Approval workflow
- 04
- Tenant-scoped and audited
- Product proof
- Already live in the product
- Backed by app modules
- Protected app route: /itsm
Frequently asked questions
See also: Incident management · Helpdesk & ticketing · Blog: What is a helpdesk? · Blog: Free ticketing systems · Pricing
Give every "can I get…" request a form and a deadline
Publish catalog items with their own dynamic forms, approval gates and fulfilment SLAs — auto-numbered requests, admin-only sign-off and a breach count that keeps the queue honest.
