Monthly Service Catalogue Review Checklist
A short monthly review keeps your service catalogue useful. It shows which service types and forms people use, and which ones you can merge, simplify or remove. Most of the review is quick, because the key data is already summarised for you.
The short version
- Check form results first. They are saved in our system and are accurate.
- Use the tickets page to spot patterns, but don't treat its source or request type as exact.
- Aim to remove or merge as much as you add.
Which data to trust
Data | Where | How reliable |
Form results and the forms used | Portal form results page | Accurate. Saved on our side and never changed. |
Ticket source | Tickets page | Use as a guide only. Service type automation can set the source. |
Ticket request type or form facet | Tickets page | Use as a guide only. This data is copied from your PSA (ConnectWise or Autotask), so it may not match form results. |
How the dates work
Both pages let you choose a period in two ways.
Date filter buttons. These are on the page: Last 7 days, This week, Last week, This month and Last month. They use your local time zone. For example, "Last 7 days" is the last seven days counted back from now, and "This month" runs from the start of this month until now.
Dates in the link. You can change the dates in the address instead. Use the format YYYY-MM-DD, for example 2026-09-01.
- When you give a date without a time, it means 00:00:00 in your local time zone.
- The start date is included.
- The end date is not included.
For example, 2026-09-01 to 2026-10-01 covers all of September. It starts at 00:00:00 on 1 September and ends just before 00:00:00 on 1 October. You don't need to use 30 September as the end date.
To review the next month, use the end date of the last review as the new start date. This way no day is counted twice or missed.
Step 1: Check form results
Open the form results page for the month you want to review:
/admin/v2/configs/portal/forms/results?skip=0&take=50&submittedAt=2026-09-01 to 2026-10-01
Change the dates in the submittedAt value to review another period, or use the date filter buttons on the page.
On the right side of the page, the unique form facet lists each form used in the period, with its number of results.
Ask:
- How many form results were submitted this month?
- Which forms were used, and how often?
- Which forms were not used at all? If a form has had no results for several months, consider removing it.
- Which forms look like near-duplicates? For example, the same request copied for several companies. Consider merging them.
- Which forms are very busy? Check that they are short. A busy form with many questions is the best place to remove unneeded fields.
Step 2: Look at tickets created in the month
Open the tickets page for the same period:
/admin/v2/tickets?skip=0&take=100&state=all&createdAt=2026-09-01 to 2026-10-01#by-source
This list shows all tickets created in the period, whether they are open or closed. The page opens with the source facet.
Use it to look for patterns:
- What requests appear again and again? Read the subjects of a sample of tickets. If the same topic appears often and has no service type, it may be time to create one.
- Which tickets could have used a form or service type? Look at tickets that don't match any form result.
- Which service types only set status, priority or queue? Consider replacing them with AI categorisation. See Use AI Categorisation Instead of Setup-Only Service Types.
Step 3: Decide what to change
Use what you found to make a short list of changes:
Finding | Action |
A service type or form is never used | Remove it. |
Two forms ask almost the same thing | Merge them into one. |
A form has questions nobody needs | Remove the unused questions. |
A request keeps appearing without a service type | Create a service type, or tag a form for inline use. |
A form is rarely used but still useful | Tag it so AI can attach it after ticket creation. See Capture Requests the Catalogue Misses With Inline Forms. |
A service type only sets status, priority or queue | Replace it with AI categorisation. |
Step 4: Record what you removed
At the end of each review, write down:
- What you added.
- What you removed or merged.
- What you plan to check next month.
Good catalogue work is often subtraction. A shorter list with shorter forms is easier for contacts to use.
Limits to know about
- The form results page shows results for all companies together. It is not split per company. Start with the whole MSP, then look at one company when a pattern appears.
- Form results only show requests that used a form. Service types without a form don't appear there. Use the tickets page to find those.
