- 18 Sep 2023
- 2 Minutes to read
Introduction to Templates
- Updated on 18 Sep 2023
- 2 Minutes to read
Templates are pre-configured Service Record Forms that are built according to Service Record Type (Incident) and used by Admins with the necessary permissions.
Incident Templates enable Admins users to easily create forms that are built to their exact use cases and to standardize their resolution processes.
Default Incident Templates (Out of the Box Templates) exist in the Template List. Every time a new Template is created, it uses the default OOTB Template. Once the user selects which of their configured Templates to choose from and apply to the Service Record.
This article describes the basic anatomy of Incident Templates and how they can be used in your Service Desk.
To navigate to the Template List, click the [settings cog icon] in the Sidebar > Settings Portal > Customization > Templates & Fields > Service Record Templates.
The (OOTB) Template structure is composed of four Sections:
- Template Header
- User Information
- Incident Information
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.
The Template metadata is contained in the Template Header, a fixed section that contains five required fields for any Template:
- “Preview” button
- “Save Template” button
- “Settings” button
The Form’s User Information Section includes the Following Fields:
|Submit User||Read Only|
|Submit Time||Read Only|
|Request User||Editable; Required|
|Request User Manager||Read Only|
The Form’s Incident Information Section includes the Following Fields:
The Details Section includes the following Fields:
|Description||Editable (Rich Text Editor)|
The Template Designer is made up of the following Sections:
The Template Header contains five fields that all Templates must include:
- Template Name (Required)
- Created by
- Created on
- Template Type
The Template Header also contains several calls to action:
- Save Template
- Settings (SSP Visibility, enabled by default but removable)
- Duplicate Template
- Delete Template
Available Fields Panel
The Available Fields panel lists the System OOTB Fields that users can add to a Template’s Service Record Form.
Field Types can be searched by name in the Available Fields panel and are indicated by unique icons:
|Date and Time|
The Available Fields panel displays both:
- Fields that currently exist the Template’s Form (indicated by a checkbox in the panel)
- Fields that can be added but don’t currently exist in the Form
The Form Designer panel is where you can:
- Add, modify, or delete Sections
- Add, modify, or delete Fields
The Form Header includes five Fields:
- Priority (Required)
- Status (Required)
Field Properties Panel
The Field Properties panel is where you can configure properties that are specific to each Form Field; the panel appears when you click on a Field or Section.