Configure Catalog

The Service Catalog allows you to create and manage ticket templates for various service requests:

Creating Templates

1. Navigate to Service Catalog > Templates
2. Create new templates for different service categories
3. Configure basic template settings:
   • Template name and description
   • Prefix, digit count, and numbering
   • Owners and collaborators
   • Note types
   • Channels

Designing Layouts

1. Create Create, Detail, and Inbox layouts
2. Add fields and organize them into sections
3. Configure field properties and visibility conditions
4. Link layouts together for a complete ticket experience

Workflow Configuration

1. Create workflow states and transitions
2. Define required fields for each transition
3. Set up permissions for workflow actions
4. Configure automation for state changes

Advanced Settings

1. Configure events and actions for automation
2. Set up localization for multi-language support
3. Manage permissions for different roles
4. Create filters for ticket organization
5. Set up relations between different templates
6. Configure ticket routing rules
7. Map hierarchies for structured data
8. Create quick actions for common operations
9. Configure special fields for enhanced functionality

Bot Integration

1. Import templates to Bot Studio
2. Configure natural language triggers
3. Set up field mapping for bot collection
4. Define default template for fallback scenarios