- 05 Feb 2024
- Updated on 05 Feb 2024
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.
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.
The (OOTB) Template structure is composed of four Sections:
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:
Template Header Calls to Action
“Save Template” button
The Form’s User Details Section includes the Following Fields:
Request User Manager
The Form’s Incident Information Section includes the Following Fields:
The Details Section includes the following Fields:
Editable (Rich Text Editor)