Table of Contents
- The short version
- How the dates work
- Step 1: Check predefined form results
- Step 2: Check disposable form results
- Step 3: Check where your team's time goes
- Step 4: Look at tickets created in the month
- Step 5: Decide what to change
- Step 6: Record what you changed
- Go further: build your own reports
- Limits to know about
Monthly Service Catalogue Review Checklist
- The short version
- How the dates work
- Step 1: Check predefined form results
- Step 2: Check disposable form results
- Step 3: Check where your team's time goes
- Step 4: Look at tickets created in the month
- Step 5: Decide what to change
- Step 6: Record what you changed
- Go further: build your own reports
- Limits to know about
A short monthly review keeps your service catalogue useful. It shows which service types and forms people use, where your team spends its time, and what you can merge, simplify or remove. Most of the data is already summarised for you.
The short version
- Check form results and disposable form results to see what people submit.
- Check the hours tracked dashboard to see where your team's time goes.
- Use the ticket facets to see which sources, service types and forms create the most work.
- Aim to remove or merge as much as you add.
How the dates work
All the pages below 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. "Last 7 days" counts back seven days from now. "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.
- A date without a time 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. 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 predefined form results
/admin/v2/configs/portal/forms/results?skip=0&take=50&submittedAt=2026-09-01 to 2026-10-01
On the right side, 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 accounts. 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: Check disposable form results
Disposable forms are defined on one ticket, either by an agent or by AI. See Capture Requests the Catalogue Misses With Inline Forms.
/admin/v2/configs/portal/forms/disposable/results?skip=0&take=50&submittedAt=2026-09-01 to 2026-10-01
The title of a disposable form is unique to its ticket. Whoever attaches it writes a new title each time.
Ask:
- Do the same questions keep appearing? If so, build a predefined form so that agents and AI can attach it quickly.
- Is one predefined form attached very often? If so, consider making it a service type, so contacts can choose it themselves.
- Are contacts completing them? If not, the questions may be too long or unclear.
Step 3: Check where your team's time goes
/admin/v2/configs/dashboard/hours-tracked#2026-09
The hours tracked dashboard shows, for the month:
- How many hours your team worked.
- Which accounts received that work.
- How many tickets, and which ones.
Ask:
- Which accounts take the most hours? Is this expected?
- Which tickets took the most time? Could a form, a service type or a short guide have saved time?
- Is a lot of time spent on a request type that has no service type or form? It may be time to create one.
Step 4: Look at tickets created in the month
All of these pages show every ticket created in the period, whether open or closed. Each one opens a different facet.
Facet | Link | What it shows |
Source |
| How requests arrive: portal, email and so on |
Service type |
| Which service types are used |
Form |
| Which forms are used on tickets |
Actual hours |
| Hours spent on each ticket |
These facets are accurate, because Tokity holds the ticket data itself.
Ask:
- 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 service types are never used? Consider removing them.
- Which tickets don't use any service type or form? These show what the catalogue misses.
- Which service types or forms lead to the most hours? Check whether better questions would reduce the work.
- Which sources bring the most tickets? If email is high, check whether contacts can't find what they need in the portal.
- Are AI tags, queue and priority correct? Check a sample. See Use AI Categorisation Instead of Setup-Only Service Types.
Step 5: Decide what to change
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. |
The same disposable form keeps appearing | Create a predefined form. |
A predefined form is attached very often | Consider making it a service type. |
A request keeps appearing without a service type | Create a service type, or let AI attach a form. |
A service type only sets tag, queue, status or priority | Replace it with AI categorisation. |
A request type takes many hours | Improve its form or add a guide. |
Step 6: Record what you changed
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.
Go further: build your own reports
The built-in pages cover most reviews. If you want more, Tokity has a rich API with filters and facets, so you can build your own views:
- Use the API to summarise data into your own graphs.
- Export to Power BI or a data lake to create the views you need.
- Use a delta token to fetch only what has changed since your last export, so you don't copy everything each time.
- Ask our contract team if you would like help setting it up.
If you call the API from your own tools, use an API key or OAuth with scoped permissions. See API access article.
Limits to know about
- Form results only show requests that used a form. Use the ticket facets to find the rest.
- Disposable form titles are unique, so you can't count them by title. Look at the questions to find repeats.
