Connect catalog items to ServiceHub and tenant templates

ServiceHub tiles present request paths over the same catalog and Request model. Catalog templates transfer reusable definitions between tenants; they do not represent live request orders.

Before you start

Confirm that the destination Catalog Items are appropriate and active. The current catalog, its intake fields and its tenant-specific Service/Offering/team associations should be reviewed before shortcuts are published.

Steps

1. Configure a ServiceHub Catalog Item tile for a specific requestable action, or an All catalog items tile for item selection.
2. Use Request for Information for an information-question path. This uses the shared Request process rather than creating a separate request domain.
3. Review icons. A tile can reuse catalog iconography or have its own configured icon; a Catalog Item icon and a tile icon are separate assets.
4. Test each tile as an end user, checking that the correct intake form, required questions and requested-for selection appear within ServiceHub.
5. For an authorized cross-tenant transfer, export the catalog template and import it into the intended destination.
6. Review associations resolved by name, especially Service, Offering, Team and Employee Profile. Resolve missing associations rather than copying source-tenant IDs.
7. Apply or review landing tiles after catalog definitions are present, then test the destination intake paths.

Expected result

Users reach the intended requestable actions and supplied answers flow into Requested Items. The destination catalog retains valid local references and deliberate customizations.

Availability and tile links

A visible tile does not prove that its linked Catalog Item is active. Review inactive or retired items and their shortcuts together. The catalog intake wrapper retrieves the item's fields and fulfilment type; do not substitute a generic form that omits configured questions.

Template import behaviour

Templates include catalog definitions, intake fields and icons. Tenant-specific associations are resolved by names where possible. New-tenant provisioning initializes the reference catalog before applying its landing tiles so item references can resolve.

Import is non-destructive: existing destination configurations are preserved, and same-named items are not necessarily overwritten to match the source. Review differences explicitly; an import is not a guarantee that two tenant catalogs become identical.

Important behaviour

Catalog configuration is distinct from Request execution and recorded fulfilment. Check imported references, activation and request policies before use. A successful template import or correctly displayed tile is not proof of successful equipment delivery or external account provisioning.

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