Service Catalog

Introduction

The Service Catalog in GLPI 11.0 represents a major redesign of the self-service interface, providing end users with a modern and intuitive experience to access IT services. This new version introduces an advanced categorization system, visual illustrations, and intelligent search capabilities.

Service Catalog Objectives

• Simplify service access: Modern and intuitive interface;

• Enhance user experience: Category-based navigation with illustrations;

• Facilitate search: Advanced fuzzy search and smart filters;

• Organize services: Hierarchical category system;

• Customize display: Rich illustrations and descriptions;

Service Catalog Configuration

Enabling the Service Catalog

Step 1: Global Configuration

1. Log in with an administrator account;

2. Navigate to Administration > Entities;

3. Select the root entity or target entity;

4. Access the Helpdesk home tab;

Entity configuration page, Helpdesk home tab

Step 2: Catalog Settings

The configuration options available are:

Search bar:

• Options: Enabled/Disabled;

• For child entities: additional "Inherited from parent entity" option;

Service catalog:

• Options: Enabled/Disabled

• For child entities: additional "Inherited from parent entity" option

Expand categories in the service catalog:

• Options: Enabled/Disabled

• For child entities: additional "Inherited from parent entity" option

Service catalog configuration options (Bottom of Administration > Entities > Helpdesk home Tab)

Step 3: Save Configuration

Click the "Save general settings" button to apply the changes.

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Categories Management

Creating Categories

Step 1: Access to Category Management

1. Navigate to Administration > Forms > Service catalog categories

   

   Service catalog categories button
2. Click Add to create a new category

   

   Form categories list

Step 2: Category Configuration

Field	Description	Required
Name	Name displayed in the catalog	✅ Yes
Description	Rich description (HTML)	❌ No
Illustration	Representative image	❌ No
Category	Parent hierarchy (optional)	❌ No

Category creation form

Step 3: Visual Settings

Illustration:

• Supported formats: PNG, JPG;

• Recommended size: 400x300px;

• Default illustration if not specified;

Rich description:

• Limited HTML support (no images)

Hierarchical Organization

Recommended structure:

📁 IT Services
├── 📁 Hardware
│   ├── 📋 Computer request
│   └── 📋 Accessory request
├── 📁 Software
│   ├── 📋 Software installation
│   └── 📋 Software license
└── 📁 Support
    ├── 📋 Technical assistance
    └── 📋 Training

Best practices:

• Maximum 3 levels depth

• Short and explicit names

• Consistent illustrations by theme

• Clear and concise descriptions

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Forms Configuration

Adding a Form to the Catalog

Step 1: Form Creation/Edition

1. Navigate to Administration > Forms

2. Create a new form or edit an existing one

3. Access the Service catalog tab

   

   Form Service catalog tab

Step 2: Catalog Configuration

Catalog Information:

Field	Description	Usage
Description	Rich HTML description	Displayed in service card
Illustration	Service image	Card visual (400x300px)
Category	Associated category	Hierarchical organization
Pin to top	Priority service	Displayed first, non-filterable

Catalog metadata configuration

Step 3: Advanced Metadata

Optimized description:

• Use rich editor for formatting

• Avoid images (not supported)

• Keep concise (3-4 lines max)

• Include keywords for search

Custom illustration:

• Integrated illustration selector

• Default icon library

• Custom image upload

Upload your illustration

Access Rights Management

Form Access Control:

• Uses GLPI access control system

• Checks logged-in user rights

• Automatically filters inaccessible forms

• Supports entities and recursivity

Rights Configuration:

1. Access the form's Access control tab

2. Define access criteria (profiles, entities, etc.)

3. Test with different user accounts

   

   Access control tab

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User Experience

Catalog Navigation

Catalog Access

1. Log in to the GLPI user interface

2. Navigate directly to /ServiceCatalog or access via the + Create a ticket button

Access to the Service catalog

Service catalog homepage

Search Features

Search bar:

• Fuzzy search: Typo tolerance

• Real-time search: Instant filtering

• Search fields: Service name and description

• Pinned services: Always visible, non-filtered

Search examples:

• computr → finds "Computer request"

• install → finds "Software installation"

• hardware → finds all services in "Hardware" category

Sort Options

Available strategies:

Icon	Strategy	Description
🔤	Alphabetical	A → Z by name
🔤↓	Reverse alphabetical	Z → A by name
⭐	Popularity	Most used first

Sort options dropdown

Popularity sort:

• Based on usage count;

• Highlights popular services;

• Useful for identifying recurring needs;

Advanced Features

Knowledge Base Integration

Automatic display:

• Knowledge base articles integrated in catalog

• User access rights filtering

• Unified search (forms + articles)

Configuration:

1. Edit the concerned knowledge base;

2. Service catalog tab;

3. Check activation toggle ☑️;

   

   Service catalog form for KB

Pinned Services

Feature:

• Priority services always visible;

• Not affected by search filters;

• Positioned first in display;

Configuration:

1. Edit the concerned form;

2. Service catalog tab;

3. Check Pin to top ☑️;

   

   Pin to top configuration

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Administration and Rights

Required Rights

Administrator:

• Entities: Service catalog configuration per entity;

• Forms: Form creation and management;

• Categories: Category hierarchy management;

Service Manager:

• Forms: Service catalog metadata modification;

• Categories: Creation within entity scope;

End User:

• Assistance: Read-only service catalog access;

• Forms: Form submission according to access rights.