In real world, there is a need to support different types of incident 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,
Click the Admin tab in the header pane. The configuration wizard page opens.
Click Incident Templates icon under the helpdesk block. This opens the Incident Template list view page.
Create an Incident Template
Click Create New button. This opens the add incident template form view for the technician.
The incident template form consists of three blocks namely, Header, Field list, Canvas and Show to Requester.
Header : The header consists of the Template Name, Comments and the Undo and Redo buttons.
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.
Show to Requester : The incident template can be made available to requesters by enabling "Show to Requester" check box.
If you have configured User Groups, the template can be restricted to the requesters of a specific user group by selecting the user groups from the list. Click here to know more on configuring User Groups.
The following are the actions that can be performed in the form,
- Add New fields
- Drag and Drop fields
- Setting Field Property
- 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 an incident 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 properties and Remove Field icons appears.
Click the Edit Field Properties icon . 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 are marked as mandatory then the Impact field will automatically be marked as mandatory.
Requester can Set: Enabling this option, provides the requester with the privilege to set the field values in the new request form of the requester login. Selecting this option automatically enables requester can view' option.
Requester can View: The requesters can view the field in the request details page but cannot set nor edit the value.
Note: The fields such as requester details, subject and description do not have field properties and hence can be only re-arranged in the canvas.
Click Remove Field icon to remove the field from the canvas. The detached fields are added under drag and drop field list. The fields like status, priority, description, subject and requester details do not have the Remove Field option.
On customizing the form layout, you can pre fill the fields with values. Click Save. The template is added to the available list in the Incident 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 Incident 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 Incident template form will also take you to the Incident template list view page.
The incident templates are populated under New Request drop down. To obtain the default request form, click New Request link. The default form can neither be deleted nor renamed. Requests created through mail are also based on the default 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.
From the Incident Template list view page, click the Template name to preview.
By default, the incident template form for 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 incident template form for a requester if the Show to requester option is enabled. To view the incident 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 incident
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.
You can edit the incident template and also have a preview of the incident templates for a technician and a requester.
Click the incident template name from the incident template list view page. By default, the incident template form for 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 incident template form for a requester if the Show to requester option is enabled. To view the incident 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 incident 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 incident 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 Incident Template form.
For information on configuring field and form rules click here.