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In real world, there is a need to support different types of request which might require different fields in the form layout. Request Template supports to configure different set of fields for different type of requests. Thereby creating individual form for each request template for the most frequently raised requests such as, printer problem or mail fetching problem. The fields can be pre filled with values so that a request can be created instantly.
To open the request template form,
Login to ServiceDesk Plus application using the admin username and password.
Click the Admin tab in the header pane.
In the Helpdesk
block, click HelpDesk Customizer
icon
. This opens the Configurations wizard page.
Click Request Template on left side of the page under the helpdesk block. This opens the Request Template list view page.
Click Create New button. This opens the request template form viewed by the technician as shown below,
The request template form consists of three blocks namely, Header, Field list and the Canvas.
Header : The header consists of the Template Name, Comments and Show to requester check box and the Undo and Redo buttons. If you want the requester to view the form, enable 'Show to requester check box'. By default, this option is disabled. This status can be viewed in the list view page.
Field List : The field list consists of the list of fields and the add new field option.
Canvas : The canvas decides the form look and has drag and drop area.
The following are the actions that can be performed in the form,
Form
Customization
- Add New fields
- Drag and Drop fields
- Setting Field Property
Request
Preview
- Technician View
- Requester View
- Add Tasks
The layout of the form can be customized by, add/remove fields, set field properties and re-arrange the fields in the Canvas for a request template.
You can add new fields by dragging the Add New Field option under the Drag and Drop field on to the canvas.
This opens the Add New Field pop up window as shown below,
Select the type of field such as, text, numeric, by enabling the radio button beside it.
In the text field settings block, specify the Label Name in the field provided. This is mandatory field. If required, enter the significance of the field in the Description text field.
Select the type of the text field such as single-line, pick list.
Click Ok,
the field gets added in the dragged place in the canvas with the above
specifications.
The newly added fields are common for all the templates. The field name will also be same for all the templates. The newly added field can be edited or deleted only in Request - Additional Fields.
Drag the field from the Field List and drop it onto the canvas. The drop areas will be highlighted. The dragged field can be dropped only in the highlighted area.
The fields in the form can also be re-arranged by dragging the field and placing it over an empty cell. The field can be placed only in the highlighted area. The request details can be moved as a whole block.
If you want to Undo/Redo the changes then click the corresponding buttons.
You can customize the fields such as, status, priority, mode by either changing the field properties, that is, making the fields mandatory or closing the fields. Thus you can customize the entire form by keeping the relevant fields in the canvas for a template. To customize the form,
Hover over the field, an Edit Field property and Field Close button will appears.
Click the Edit Field Property button
. A drop down appears containing the options,
Mandatory
Field : The field can be made mandatory by enabling the check box
adjacent to this option.
Note:
If the Item field is marked as mandatory then the category and sub category
will automatically be marked as mandatory. Similarly, if the Impact details
is marked as mandatory then the Impact field will automatically be marked
as mandatory.
Requester can Set : On enabling this option, the requester can edit the fields. The 'requester can view' option automatically gets enabled.
Requester can View : The requesters can only view the field and cannot set nor edit values on enabling this option.
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Note: The fields such as request details, subject and description do not have field properties and hence can be only re-arranged in the canvas. |
Click Field
Close button 
to remove the field from the canvas
and add it to the field list. The fields such as status, priority, description,
subject and requester details does not have the Field Close option.
On customizing the form layout, the fields are pre filled with values. Click Save. The template gets added to the available list in the Request Template list view page. To save and add tasks for the template, click Save and Add Task instead of Save.
At any point, if you do not wish to add the request template and would like to get back to the list view page, click Cancel. Clicking the View List link on the top right corner of the request template form will also take you to the request template list view page.
The request template will
get populated under the New Request
link 
. The created template is based on the Default
Template. Click on the New Request link 
. This opens
the Default Request Template form. This form cannot be deleted nor renamed.
A request created through mail will also be based on this template.
On customizing the request form for both the requesters as well as technicians, you can see the preview for both the logins using this option.
To see the request preview,
From the Request Template list view page, click the Template name which you wish to preview. By default, the request template form for a technicians is opened. You can drag and drop fields in the canvas, re-arrange, add/remove and set properties for the field.
You can view the request template form for a requester if the Show to requester option is enabled. To view the request template form for a requester, click the Requester tab on the top left hand side of the page. The header section is grayed and hence is non editable. In the requester preview page, certain fields are hid from the requester while the rest of the fields can only be re-arranged.
You can view and add tasks related to the request
template on clicking the Tasks
tab. This displays the list of tasks for the template. You can add tasks
by clicking Add Task button. To
add task refer Add Task.
For ex : The request template 'New Joinee' has a set of tasks
to execute such as, enter his details in active directory, setting up
his computer, settings up his location and so on, which needs to be entered
under the Task tab. Hence the Schedule Start Time and End time and Actual
start time and end time need not be specified.
You can edit the request template and also have a preview of the request templates for a technician and a requester.
Click on the request template name from the request template list view page. By default, the request template form for a technicians is opened.
You can drag and drop fields in the canvas, re-arrange, add/remove and set properties for the field.
You can view the request template form for a requester if the Show to requester option is enabled. To view the request template form for a requester, click the Requester tab on the top left hand side of the page.
In the requester preview page, the fields can only be re-arranged. The header section will be grayed and hence will be non editable.
You can also view and add tasks related to the request by clicking on the Task tab. This displays the list of tasks for the template. You can also add tasks by clicking Add Task button.
From the Request template list view page, enable the check box adjacent to the template which you want to delete.
Click delete button, a pop up window appears confirming the delete operation.
Click
Ok to continue. The template
gets deleted from the list. If the template is been used by a request
then the template will be marked in grey indicating no further usage of
the template in the request template list view page.
To bring the form back to usage, disable' Template not for further
usage' check box under the Header block of Edit Request Template form 
.
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