Table of Contents

Automate Service Group Creation for Each Contact or Account

Helpdocs Admin Updated by Helpdocs Admin

Some teams want a different catalogue for each contact or account. Creating and assigning a service group by hand for each one takes a long time. Tokity has a rich API, so automation can do it. This article explains the idea and what it costs. It is an overview, not a step-by-step guide.

Our recommendation: don't use this approach. Stay with the Quick Setup or the Advanced Catalogue Model. Both are far less work.

The short version

  • It is possible to create and assign service groups automatically.
  • It is expensive, and it needs research and testing.
  • Every customer has a different situation, so there is no single right design.
  • For most teams, a shared catalogue is the better choice.

How the idea works

  1. Tag your contacts or accounts to describe what they need.
  2. Decide which service types each tag should receive.
  3. Run an automation on a schedule (daily, weekly or monthly).
  4. The automation reads the tags, creates a service group for each contact or account, and assigns it.

How you decide what each tag receives is your choice. You can use a spreadsheet, fixed rules or AI.

Where to find the API

You can see all available endpoints in the Public V4 API (Swagger). /swagger/index.html?urls.primaryName=Public+V4+API

Start with the endpoints for:

  • Accounts
  • Contacts
  • Service catalogue (service types and service groups)
  • Forms

If you call the API from your own tools, use an API key or OAuth with scoped permissions. Give the tool only the permissions it needs. See API access article.

Be honest about the cost

Click through the UI

Build the automation

Effort at the start

Low

High: research, plan tags, build, test

Effort over time

Grows with each contact

Tags and rules need upkeep

Skills needed

Admin

Admin plus automation and API skills

Risk

Slow, repetitive

Mistakes can affect many contacts at once

We can't give you one correct design. It depends on your accounts, your contacts and how you want to group them. You will need to research and test your own approach.

If your team finds the manual steps too much, building and running this automation will usually be more work, not less. It suits teams that already have dedicated automation resources.

Simpler options first

If you still want to do it

  1. Start with a small set of test contacts or accounts.
  2. Keep the tag list short, and write down what each tag means.
  3. Re-use service groups that have the same service types. Don't create duplicates.
  4. Name groups clearly, so you can find them later.
  5. Check what test contacts see in the portal before you turn it on for everyone.
  6. Remove groups that nobody uses.

How did we do?

Monthly Service Catalogue Review Checklist

Contact Groups: Shared Tickets for Teams

Contact