Service Desk Templates
- 17 Jul 2022
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Service Desk Templates
- Updated on 17 Jul 2022
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SysAid provides a variety of out-of-the-box templates for that you can use for your service records.
| Template | Description |
|---|---|
| Incident Templates | |
| Failed Patches | For use for automatically generating incidents for failed Patch Management deployments. |
| Cannot access email | For use when a user is unable to access an email account. Comes with suggested category classification and title. |
| Cannot connect to a Wi-Fi network | For use when a user is unable to connect to a Wi-Fi network. Comes with suggested category classification and title. |
| Error message in Outlook/Excel /Word Powerpoint | For use when a user receives an error message in MS Office. Comes with suggested category classification and title. |
| Paper jam | For use when a printer has a paper jam. Comes with suggested category classification and title. |
| Request Templates | |
| Advanced Request Process | For use for advanced requests. Consists of: Requests Details, Approve workflow, Close information, History log, and Related Items. |
| Access shared folder | For use for requests for access to a shared folder. Consists of the Advanced Request tabs and comes with suggested category classification and title. |
| Permissions to use printer | For use for requests to use a given printer. Consists of the Advanced Request tabs and comes with suggested category classification and title. |
| Basic Request Process | For use for basic requests. Consists of: Requests Details, Close information, History log, and Related Items. |
| Reset my password | For use for requests to reset a password. Consists of the Basic Request tabs and comes with suggested category classification and title. |
| Unlock my account | For use for requests to unlock an account. Consists of the Basic Request tabs and comes with suggested category classification and title. |
| Add paper | For use for requests to add paper to a printer. Consists of the Basic Request tabs and comes with suggested category classification and title. |
| Replace toner | For use for requests to replace the toner in a printer. Consists of the Basic Request tabs and comes with suggested category classification and title. |
| Install Adobe Acrobat Reader | For use for requests installation of Adobe Acrobat Reader. Consists of the Basic Request tabs and comes with suggested category classification and title. |
| Change Templates | |
| Normal ITIL Change Process | Allows you to implement a full change process in accordance with ITIL best practices. |
| Emergency Change Process | Allows for a quick analysis and approval process for urgent changes. |
| Standard Change Process | Allows for the application for a basic approval process that does not require approval. |
| Patch Approval Process | Applies ITIL best practices to approve patches for certain assets. Includes suggested title, description and category classification. |
| Change Proposal | Allows for the proposing of a major change. It enables admins to receive input of relevant stake holders, assess the risk, impact, and feasibility of the proposed change, and approve or deny the change. |
| Problem Templates | |
| ITIL Problem | Applies ITIL best practices to determine if a problem is a minor problem or a standard problem based on the priority and recurrence frequency and activates the relevant workflow accordingly. |
| Standard Problem | For use for standard problems. Consists of: Problem Details, Identify and Analyze workflow, Actions workflow, Major Problem Review, Close information, and History log. |
| Basic Problem | For use for basic problems. Consists of: Problem Details, Identify workflow, Close information, and History log. |
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