Edit Request Template

Because requests are standard procedures that occur on a regular basis, there should be a predefined process for handling each request of a given type. In SysAid, each request is based upon a request template. By choosing the appropriate template for each request, administrators ensure that the correct procedure is followed for every request.

A request template has two parts: the form, which you design in the Template Designer, and an optional workflow of action items, which you build in the Workflow Designer.

How it works

Request templates are listed together with incident, change, and problem templates under Settings > Customization > Templates & Fields > Ticket Templates & Workflows. The Type column shows which templates are request templates. For request, change, and problem templates, the Actions column also has a workflow icon that opens the template's workflow in the Workflow Designer, in a new browser tab.

Permissions

Only Change Managers can create or modify request templates. To learn more, see Managing Agent and Admin Permissions.

Limitations

Create a request template

1. Go to Settings > Customization > Templates & Fields > Ticket Templates & Workflows.
2. Click New Template and select Request. The Template Designer opens.
3. Set up the template's form and click Save Template.

To learn more about designing the form, see Managing Service Record Templates and Service Record Template Designer.

To create a new template based on an existing template, open the existing template, click the three dots in the header, and select Duplicate. Then edit the duplicate as needed.

Build the request workflow

1. Open the request template and click Add Workflow in the header. If the template is new, save it first. The Workflow Designer opens in a new tab.
2. Click Add another tab to add a workflow tab.
3. Click the three dots on the left side of the Workflow Designer to open the list of action items.
4. Drag an action item into a workflow tab, or click New Action Item to create one.

To move an action item to another tab or change its position, drag it. To learn more, see Workflow Designer.

Configure an action item

Hover over an action item and click its menu icon. The menu has these options: Edit Action Item, Attributes, Dependencies, Data Population, and Remove.

Set action item attributes

Select Attributes to set the following options, then click DONE:

• On activation change status to: When this action item is activated, the status of the request updates to the chosen status.
• On completion change status to: When this action item is completed, the status of the request updates to the chosen status.
• Notification ID: The notification sent by the action item. Each action item can send one notification. Notifications are configured under Settings > Customization > Notifications > Workflows. To learn more, see Setting Workflow Notifications.
• Notification method: Choose whether the notification for this action item is sent when the action item is activated or when it is completed.
• Auto Complete: If this is checked, the action item is automatically marked as complete at the moment it activates. This option is useful if you need to have a specific notification sent during the request fulfillment process, but that notification is not part of any of the other action items.

Set action item dependencies

Dependencies define which action items must be activated or completed before the current action item is activated (prerequisite action items).

1. Select Dependencies.
2. Select AND or OR to determine if all conditions in the table must be met or if only one of the conditions must be met before the action item is activated.
3. Click + ADD DEPENDENCY.
4. In Depends on workflow Tab, choose the workflow tab with the prerequisite action item.
5. In Depends on action item, choose the prerequisite action item.
6. In Method, choose On activation or On completion.
7. Click DONE.

Populate field values from other action items

Select Data Population to fill fields on this action item automatically with values from other action items. To learn more, see Configuring Action Items.