Templates
  • 05 Feb 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)


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