PSA/ee/docs/plans/2026-04-16-service-request-template-starter-pack/PRD.md

PRD — Service Request Template Starter Pack

• Slug: service-request-template-starter-pack
• Date: 2026-04-16
• Status: Draft

Summary

Expand the CE built-in service request starter pack from a single New Hire template to six common MSP service templates.

The starter pack should provide practical, balanced forms that are immediately useful in CE with ticket-only execution, basic form behavior, and all-authenticated-client-users visibility.

Problem

The current built-in template set is too thin to demonstrate the service request feature well. MSP admins only see one starter template, which makes the feature feel incomplete and reduces first-run value.

Goals

• Add six common MSP starter templates to the CE starter pack.
• Keep templates compatible with the current CE field builder and execution model.
• Use polished process-style names and realistic portal copy.
• Keep template instantiation behavior unchanged: templates become ordinary detached drafts.
• Avoid mutating tenant billing/service categories as part of template creation.

Non-goals

• Adding request-specific category tables or a broader category refactor.
• Auto-creating service_categories rows during template creation.
• Adding EE-only workflow assumptions to the CE starter pack.
• Changing template/provider registry architecture.

Target Templates

1. New Hire Onboarding
2. Employee Offboarding
3. Access Request
4. Hardware Request
5. Software / License Request
6. Shared Mailbox / Distribution List Request

Functional Requirements

Template content

Each template must define:

• user-facing name
• description
• icon
• basic-form schema with balanced fields
• CE-safe provider defaults
• a default ticket title template

Provider defaults

Each built-in template must use:

• execution provider: ticket-only
• form behavior provider: basic
• visibility provider: all-authenticated-client-users

Category handling

Because template metadata only supports tenant-scoped category_id values and current service request categories reuse service_categories, built-in templates must leave category unset in v1.

This avoids hidden category creation or billing taxonomy coupling.

Detached draft behavior

Instantiating a template must still create a normal editable draft row with no persistent template linkage.

Acceptance Criteria

• The CE starter provider exposes six templates.
• listServiceRequestTemplateOptions() returns all six templates.
• Instantiating any template creates a draft definition with:
  • expected metadata
  • expected form schema
  • expected CE-safe providers
  • category_id = null
• Re-instantiating the same template produces a fresh draft unaffected by edits to prior template-derived drafts.
• Tests cover template discovery and representative instantiation behavior.