What are you trying to do?
We have implemented our Service Catalog using a hierarchical structure. For example:
- Request Equipment
- Laptop
- Desktop
- Printer
- Phone
Currently, checklists can only be associated with the parent catalog item ("Request Equipment") and cannot be assigned to individual sub-items.
This creates a challenge because each sub-item has unique fulfillment requirements and requires its own checklist. For example, the onboarding and provisioning steps for a laptop are different from those for a printer or mobile phone. Since all requests inherit the same parent-level checklist, we are unable to provide item-specific fulfillment guidance and task tracking.
Requested Enhancement
Allow checklists to be assigned directly to Service Catalog sub-items within a hierarchical catalog structure. This would enable organizations to maintain a streamlined catalog hierarchy while still supporting unique fulfillment processes for each request type.
Business Benefits
- Improved fulfillment accuracy through item-specific checklists
- Reduced administrative overhead and manual task management
- Better support for complex service catalog hierarchies
- Increased flexibility without requiring organizations to create separate top-level catalog items for every request type
- Improved technician experience and process consistency
This enhancement would provide greater flexibility for organizations that utilize hierarchical Service Catalog designs and would allow fulfillment workflows to better align with the specific requirements of each catalog offering.
Product area: Freshservice
Impact: Blocks us
