Request Management Permissions for IT Services

To set up, manage, fulfill and request IT service requests, admins, support reps, and users need specific permission sets and user permissions. With these permissions, users can access the Unified Catalog, install templates, and configure third-party integrations.

Required Editions

Available in: Lightning Experience

Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.

Note IT service templates are available in orgs with Agentforce IT Service orgs and Unified Catalog. To use Unified Catalog and its features, users need the Unified Catalog add-on and Unified Catalog Community User add-on licenses. To install templates with third-party connectors, the MuleSoft for Flow: Integration add-on license is required.

Users also need permission sets specific to their role to manage and use Unified Catalog. The table lists the permission sets. Use these permission set groups to simplify role-based access for Unified Catalog.

Permission Set Groups
Permission Set Group	Included Permission Sets	Description
UnifiedCatalogAdminPsl	UnifiedCatalogAdmin ContextServiceAdminPsl ProductCatalogManagementAdministrator ProductDiscoveryAdmin ProductDiscoveryUser	Combines permission sets for admins to set up the Unified Catalog, manage product discovery experiences, and configure the underlying context service and product catalog metadata.
UnifiedCatalogAgentPsl	UnifiedCatalogAgent ContextServiceRuntimePsl ProductCatalogManagementViewer	Combines permission sets for support reps to run service processes, view product catalog features, and perform read operations on context entities.
UnifiedCatalogCommunityUserPsl	UnifiedCatalogCommunityUser ContextServiceRuntimePsl ProductCatalogManagementViewer	Combines permission sets for Customer Community Plus (CCP) users to run Unified Catalog service processes, view product catalog features, and access context data during runtime. For Universal External License (UEL) users, assign the UnifiedCatalogCommunityUser and ProductCatalogManagementViewer sets individually, or create a custom permission set group without the ContextServiceRuntimePsl set.