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            Create a Catalog Item

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            Create a Catalog Item

            Catalog items are pieces of metadata that represent items available in the service catalog. Items require an associated catalog fulfillment and relationship to a categorization option: a data category or a catalog category. Customers use finished catalog items to generate catalog requests, making it vital that you structure catalog items to get the information you require to answer those requests.

            Required Editions

            View supported editions.

            In Service Catalog, primary and secondary catalog categories can have up to 100 items. Your service catalog can have up to 1,000 catalog items.

            Your users’ access to catalog items is determined by your choice of Combined Access and Eligibility Access in Setup under Catalog Settings. If your Service Catalog was implemented before Summer ’24, you default to using Combined Access.

            With Combined Access, all users’ access to catalog items are restricted by Group Access and Eligibility Rules.

            With Eligibility Access, your support reps’ access to catalog items are restricted by Group Access, your employees are restricted by Group Access and Eligibility Rules, and your customers are restricted by only Eligibility Rules.

            1. From Setup, in the Quick Find box, enter Service Catalog, and under Process Automation, select Service Catalog, then select Catalog Management.
            2. To create a catalog item, click New Catalog Item.
            3. In Item Details, enter a name and description, and upload an optional image.
              We recommend that uploaded images are in 2:12 aspect ratio. Uploaded images are shared publicly by default.
            4. In Fulfillment Configuration, complete these steps.
              1. In Catalog Fulfillment, click Select Fulfillment to add an underlying fulfillment for your catalog item.
              2. In Included Inputs, view and define the inputs assigned to that fulfillment. If the fulfillment has an input that you want the customer to answer, select Customers Define Input.

                Included inputs with that checkbox selected must be resolved in Customer Inputs. Customer responses to these inputs are stored and used on the fields associated with the inputs on the related fulfillment.

              3. In Customer Inputs, if any inputs require customer input, click Edit icon to change how that input is posed as a question to the customer. You can preview the changes you make to the input before saving.
              4. You can also add inputs that weren’t predefined inside the fulfillment for customers by clicking Add More Questions. Customer responses to these inputs are stored on the additional questions variable.
            5. In Categorization, select a category for your catalog item. The categorization method available for your item depends on whether you’re using data categories or catalog categories to organize your catalog items.

              Data categories and catalog categories don’t overlap. If you were using catalog categories to categorize your catalog items and move to data categories, you have to assign your catalog items to relevant data categories.

            6. In Internal Access, select who can see the catalog item in the catalog.
              1. Turn off Allow Access for All Users to restrict the users who can access your catalog item. If the functionality is off, enter the user groups you want to have access.

              Making an item visible to a public group controls only its visibility in the catalog on your Service Catalog site.

            7. In External Access, select who can see the catalog item in the catalog.
              1. If Guest Visibility is on, you can’t use eligibility rules to limit which users can view this catalog item. To set eligibility rules, turn off the functionality.
              2. In Customer Eligibility, to set eligibility rules, turn off Allow customers to access catalog items after authentication.
              3. Click Apply Rules, then use the window to select the eligibility rules you want to assign to this catalog item. You can apply a maximum of three eligibility rules to a catalog item.
            8. Save your work.

              Your catalog item is saved in draft state.

            9. To activate your catalog item, click Activate.
              When you edit an item after activation, you must have either eligility rules applied to the item or have Allow customers to access catalog items after authentication enabled in the Catalog Settings page. Otherwise, you can't update the item.

            You can save a catalog item as a draft. When an item is activated, it’s published, making it visible to Service Catalog users. You can remove an item from the Service Catalog user UI by changing its status from published to deprecated.

            You can edit, clone, and delete catalog items. Deleting a catalog item clears up space in its associated catalog categories and hides it from Service Catalog users. However, the item is still available for reporting.

            You can search for created catalog items by name or description by using the search bar in Catalog Management.

            If an optional input on a catalog item is left blank, it’s assumed that an empty state is the correct entry for that input. That empty state value overrides any default values for that input.

             
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