Service Catalog

Overview

The service catalog is the end-user-facing menu of IT services and products that employees can request. Each catalog item defines what can be requested, who can request it, what information to collect, and how to fulfill it. Requests are tracked as catalog request records with their own lifecycle.

Catalog Item Fields

Catalog Cost Model & Chargeback

Catalog items can carry a unit price/currency and an optional default costCenterId. When chargebackEnabled is true, submitted requests for that item are expected to carry cost through to the resulting Service Request via its totalCost/costCurrency fields (see Service Request Fulfillment Fields below), so spend can be attributed back to the requesting cost center.

Catalog Spend Analytics

Aggregates totalCost across Service Requests over a date range, for chargeback and budget reporting.

// GET /api/itsm/analytics/catalog-spend?from=2026-06-01&to=2026-07-01&groupBy=month

{
  "success": true,
  "data": {
    "totalSpend": 48250,
    "totalRequests": 132,
    "avgCostPerRequest": 365.53,
    "currency": "USD",
    "breakdown": [
      { "key": "2026-06", "label": "2026-06", "totalCost": 48250, "requestCount": 132 }
    ],
    "topItems": [
      { "catalogItemId": "cat_laptop_request", "totalCost": 21000, "requestCount": 30 }
    ]
  }
}

Only requests with totalCost > 0 are included. breakdown is limited to the top 20 groups by cost; topItems is always grouped by catalogItemId and limited to the top 10.

Form Field Schema

Each item in formFields defines a question the requester must answer:

Catalog Request Fields

Service Request Fulfillment Fields

Beyond the catalog-facing fields above, the underlying Service Request record (requests collection, shared with the rest of ITSM's task model) carries a set of fulfillment-tracking fields used once a request has been approved and handed off for delivery.

App Builder Form Integration

Each catalog item can have a linked App Builder app that serves as its request form. This lets admins design rich, custom forms with full App Builder capabilities (conditional fields, data sources, custom layouts) instead of the default variable list.

Admin workflow

• •Open the catalog item in the builder at /itsm/catalog/builder/[id].
• •Go to the Form App tab.
• •Click "Create Form App" — a new App Builder app is created with a starter TSX form and the builder opens automatically.
• •Customise the form: add fields, change layout, wire a REST API data source, etc. The starter template already posts to /api/itsm/requests with the catalogItemId pre-filled.
• •Save in App Builder. The form is now live.

End-user experience

When a user opens the catalog item at /itsm/catalog/[id] and the item has a linked form app, the App Builder app is embedded as an iframe. The form submits directly to POST /api/itsm/requests and shows the resulting request number on success.

Catalog items without a form app continue to use the built-in variable-based form (backward compatible).

Workflow Trigger on Submission

Any workflow in Workflow Studio can be configured to fire automatically when a request is submitted. No per-item configuration is needed — the trigger is event-driven and applies globally.

Setup

• •Go to /workflows/new and create a workflow.
• •Set trigger type to Event.
• •Set event name to request.created.
• •Activate the workflow.

Every time a catalog request is submitted (via the built-in form or via the App Builder form app), the platform emits a request.created event. All active workflows matching that trigger fire automatically with the following payload:

{
  "requestId":     "...",
  "requestNumber": "REQ-0001",
  "catalogItemId": "...",
  "requestedBy":   "...",
  "workspaceId":   "...",
  "title":         "Request: Laptop for new hire",
  "variables": {
    "urgency":     "high",
    "seat_count":  250,
    "department":  "engineering"
  }
}

The variables key holds all form field responses submitted with the request. Access them in workflow nodes as ctx.payload.variables.fieldName.

API Quick Reference

Example: Submit a request

POST /api/itsm/requests
{
  "catalogItemId": "cat_laptop_request",
  "requestedFor": "usr_new_hire_bob",
  "fields": {
    "laptopModel":     "MacBook Pro 14 M4",
    "ramSize":         "32GB",
    "storageSize":     "1TB",
    "accessories":     ["magic_mouse", "usb_hub"],
    "deliveryAddress": "123 Main St, Floor 4, Desk 4B",
    "urgency":         "medium",
    "justification":   "New hire starting 2026-07-01"
  }
}