Templates

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

 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

General Details

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

Incident Information

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

Details

The Details Section includes the following Fields: