Service Offerings

A service offering is a specific type of request within a service. While a service defines the broad category (like "IT Support"), offerings define the individual things people can request (like "New Laptop," "VPN Access," or "Password Reset"). Each offering can have its own form, workflow, and routing rules.

Why Use Offerings?

Offerings let you organize related requests under a single service while keeping each type distinct. This means:

• Different forms — A "New Laptop" request needs different information than a "Password Reset."
• Different workflows — Some requests need approval steps, others do not.
• Better routing — Each offering can be sent to a different team or inbox automatically.
• Clearer catalog — People can quickly find exactly what they need.

Adding an Offering to a Service

1. Go to Admin > Services and open the service you want to add an offering to.
2. Click the Offerings tab.
3. Click Add Offering.
4. Fill in the details:
   • Name — A clear name for this type of request (for example, "Bug Report" or "New Feature Request").
   • Description — Explain what this offering is for and when someone should use it. This text appears in the service catalog to help people choose the right offering.
   • Priority options — Choose whether requesters can set priority (Low, Medium, High, Urgent) or if it should be assigned automatically.
5. Click Save.

Adding a Description

The description field is important because it appears in the service catalog alongside the offering name. A good description helps people decide if this is the right offering for their need. Write it from the requester's perspective:

• "Use this to report a software bug, including steps to reproduce and expected behavior."
• "Request a new laptop, external monitor, or other hardware for your workstation."

Linking a Workflow

Each offering can be linked to a workflow that automates how requests of that type are processed. To link a workflow:

1. Open the offering and go to the Workflow section.
2. Click Link Workflow and select from your published workflows.
3. Click Save.

When someone submits a request for this offering, the linked workflow starts automatically. If no workflow is linked, the request goes directly to the service inbox for manual processing.

You can change the linked workflow at any time. Requests that are already in progress will continue using the workflow they started with. New requests will use the updated workflow.

Managing Multiple Offerings

A service can have as many offerings as you need. Here are some tips for organizing them:

• Group related requests — If your "HR Services" has 15 different offerings, consider splitting them into separate services like "Benefits," "Time Off," and "Employee Records."
• Keep names distinct — Each offering name should clearly communicate what it is without needing to read the description.
• Review usage — If an offering rarely gets used, consider merging it with another or archiving it.

Reordering Offerings

The order of offerings in the catalog matters because people see them in the order you set. To reorder:

1. Go to the service's Offerings tab.
2. Drag offerings up or down to set the display order.
3. Put the most commonly used offerings at the top.

Archiving Offerings

If you no longer need an offering, you can archive it rather than deleting it. Archived offerings stop appearing in the catalog, but existing requests continue to completion. Go to the offering settings and click Archive.

Next Steps

• Create intake forms for your offerings to collect the right information. See Forms.
• Build workflows to automate processing. See Workflow Builder.
• Publish your service to make it available in the catalog. See Publishing.