Templates

Templates can be created for Incidents, Problems and Change Requests.  This allows an Administrator or ServiceDesk Operator to enter pre-defined information for the most common problems. For example, you can create a template for when a printer runs out of toner or when a user locks themselves out of their account. When creating a new item, users can then select from a list of templates, saving them time.

To create a template

1. From the Home tab, click on Incident, Problem or Change Request.

2. Enter the required information for the item.

3. Click Save Template.

4. Enter a meaningful name for the template and click OK.

5. The template is now saved.

To use a template

1. From the Home tab, click on Incident, Problem or Change Request.

2. Click Select Template.

3. A list of saved templates appears. Select the required template.

4. The new Incident, Problem or Change Request is populated with the pre-defined information in the template.

5. Enter any additional information for the item.