Templates
    • 11 Apr 2024
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    Templates

    • PDF

    Article summary

    Pre-configured Service Record Forms built according to Service Record Type; used by Admins to easily create forms built to their exact use cases and standardize their resolution processes.

    Requirements

    Admins with “Change Manager” and/or “Create/modify Incident Template” permissions

    This document describes the basic anatomy of Templates and how to use them in your Service Desk.

    Where to find Templates

    Default Templates (Out of the Box Templates) are located in the Template List. Every time a new Template is created, it uses the default OOTB Template -- unless the user selects which of their configured Templates to choose from and apply to the Service Record.

    To navigate to the Template List, click the cog (Settings) icon in the Sidebar > Settings Portal > Customization > Templates & Fields > Service Record Templates.

    Template Structure

    The (OOTB) Template structure is composed of four Sections:

    • Template Header

    • User Information

    • Incident Information

    • Details

    When you create a Template in the Template Designer, you can modify these sections (except the Header) and add additional Sections as you see fit.

    Template Header

    Create Default Values for every Field in the Template's Header section

     The Template metadata is contained in the Template Header, a fixed section that contains five required fields for any Template:

    • Title

    • Priority

    • Categories 

    • Assignee

    • Status

    Template Header Calls to Action

    • “Preview” button

    • “Save Template” button

    • “Settings” button

    General Details

    The Form’s User Details Section includes the Following Fields:



    Field

    Property

    Submit User

    Read Only

    Submit Time

    Read Only

    Request User

    Editable; Required

    Department

    Read Only

    Request User Manager

    Read Only

    Main Asset

    Editable

    Main CI

    Editable

    Incident Information

     The Form’s Incident Information Section includes the Following Fields:

    Field

    Property

    Impact

    Editable

    Urgency

    Editable

    Due Date

    Editable

    Agreement

    Read Only

    Details

    The Details Section includes the following Fields:

    Field

    Property

    Description

    Editable (Rich Text Editor)