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Service Catalog Forms Specification

Form layouts for all 8 object types in the Service Catalog Schema. Forms are designed to support service management workflows with appropriate validation and approval routing.

📖 15 min read 📝 Forms v1.0 💎 Pro Tier

Form Design Principles

Service Portal Considerations

Forms may be used in:

  • Admin Interface: Full access to all fields
  • Service Portal: Simplified view for end users
  • API Integration: Programmatic updates

Field Organization

Section Purpose
Identity Name, key identifiers
Classification Category, type, status
Relationships Links to other objects
Details Extended information
Metadata Ownership, dates

Form 1: Service Category

Form Layout

+-------------------------------------------------------------+
|  NEW SERVICE CATEGORY                                       |
+-------------------------------------------------------------+
|                                                             |
|  Category Name *                                            |
|  +-----------------------------------------------------+   |
|  |                                                     |   |
|  +-----------------------------------------------------+   |
|                                                             |
|  Description                                                |
|  +-----------------------------------------------------+   |
|  |                                                     |   |
|  |                                                     |   |
|  +-----------------------------------------------------+   |
|                                                             |
|  Icon                              Display Order            |
|  +------------------------+  +------------------------+    |
|  |                        |  |                        |    |
|  +------------------------+  +------------------------+    |
|                                                             |
|  Status *                                                   |
|  +------------------------+                                |
|  | Active             v   |                                |
|  +------------------------+                                |
|                                                             |
|              +----------+  +----------+                    |
|              |  Cancel  |  |  Create  |                    |
|              +----------+  +----------+                    |
+-------------------------------------------------------------+

Field Specifications

Field Type Width Required Default
Category Name Text 100% Yes -
Description Textarea 100% No -
Icon Text 50% No -
Display Order Number 50% No 100
Status Select 50% Yes Active

Form 2: Service Level

Field Specifications

Field Type Width Required Help Text
Level Name Text 100% Yes SLA tier name (e.g., Gold, Silver)
Description Textarea 100% No What this level includes
Availability Target Text 50% No Uptime commitment (e.g., 99.9%)
Response Time Text 50% No Initial response target
Resolution Time Text 50% No Resolution target
Support Hours Select 50% No 24x7, Business Hours, Extended Hours
Status Select 50% Yes Active or Deprecated

Form 3: Support Team

Field Specifications

Field Type Width Required Help Text
Team Name Text 100% Yes Team identifier
Email Email 50% No Team distribution list
Slack Channel Text 50% No Slack channel name
On-Call Schedule URL 100% No Link to on-call rotation
Escalation Path Textarea 100% No Escalation contacts and timing
Status Select 50% Yes Active or Inactive

Form 4: Service Owner

Field Specifications

Field Type Width Required Help Text
Full Name Text 100% Yes Owner's full name
Email Email 50% Yes Work email address
Phone Text 50% No Direct phone number
Department Text 50% No Business department
Status Select 50% Yes Active or Inactive

Form 5: Business Service

Form Layout

+-------------------------------------------------------------+
|  NEW BUSINESS SERVICE                                       |
+-------------------------------------------------------------+
|                                                             |
|  Service Name *                                             |
|  +-----------------------------------------------------+   |
|  |                                                     |   |
|  +-----------------------------------------------------+   |
|                                                             |
|  Description                                                |
|  +-----------------------------------------------------+   |
|  |                                                     |   |
|  |                                                     |   |
|  +-----------------------------------------------------+   |
|                                                             |
|  Category                          Service Level            |
|  +------------------------+  +------------------------+    |
|  | Select category... v   |  | Select SLA...      v   |    |
|  +------------------------+  +------------------------+    |
|                                                             |
|  Owner *                           Support Team             |
|  +------------------------+  +------------------------+    |
|  | Select owner...    v   |  | Select team...     v   |    |
|  +------------------------+  +------------------------+    |
|                                                             |
|  Criticality *                     Status *                 |
|  +------------------------+  +------------------------+    |
|  | Medium             v   |  | Operational        v   |    |
|  +------------------------+  +------------------------+    |
|                                                             |
|              +----------+  +----------+                    |
|              |  Cancel  |  |  Create  |                    |
|              +----------+  +----------+                    |
+-------------------------------------------------------------+

Field Specifications

Field Type Width Required Default
Service Name Text 100% Yes -
Description Textarea 100% No -
Category Object Picker 50% No -
Service Level Object Picker 50% No -
Owner Object Picker 50% Yes -
Support Team Object Picker 50% No -
Criticality Select 50% Yes Medium
Status Select 50% Yes Operational

Object Picker Configuration

Field Object Type Filter Display
Category Service Category Status = "Active" Category Name
Service Level Service Level Status = "Active" Level Name
Owner Service Owner Status = "Active" Full Name (Email)
Support Team Support Team Status = "Active" Team Name

Form 6: Service Offering

Field Specifications

Field Type Width Required Help Text
Offering Name Text 100% Yes What users can request
Description Textarea 100% No Details about the offering
Service Object Picker 100% Yes Parent service
Price Text 50% No Cost if applicable
Fulfillment Time Text 50% No Expected delivery time
Request URL URL 100% No Link to request form
Approval Required Select 50% No Yes or No
Status Select 50% Yes Available, Coming Soon, Retired

Form 7: Knowledge Article

Field Specifications

Field Type Width Required Default
Title Text 100% Yes -
URL URL 100% Yes -
Article Type Select 50% Yes How-To
Service Object Picker 50% No -
Last Updated Date 50% No Today
Views Number 50% No 0
Status Select 50% Yes Draft

Form 8: Service Request Type

Field Specifications

Field Type Width Required Help Text
Request Type Name Text 100% Yes Type of request
Description Textarea 100% No When to use this request type
Service Object Picker 50% Yes Parent service
Expected SLA Object Picker 50% No SLA for this request type
Approval Required Select 50% No None, Manager, IT Lead, Multiple
Form URL URL 100% No Link to request form
Status Select 50% Yes Active or Inactive

Validation Patterns

URL Validation

^https?://[^\s]+$

Email Validation

^[a-zA-Z0-9._%+-]+@[a-zA-Z0-9.-]+\.[a-zA-Z]{2,}$

Error Messages

Field Error Message
Service Name Empty Please enter a service name
Service Name Duplicate A service with this name already exists
Owner Empty Please select a service owner
Category Name Empty Please enter a category name
Title Empty Please enter an article title
URL Invalid Please enter a valid URL starting with http:// or https://
Email Invalid Please enter a valid email address
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