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
Click the Admin
tab in the header pane. The configuration wizard page opens.
Templates icon under the helpdesk block. This opens
the Incident Template list view page.
Create an Incident Template
New button. This opens the add incident template form view for
The incident template form consists of
three blocks namely, Header, Field list, Canvas and Show to Requester.
: The header consists of the Template Name, Comments
and the Undo and Redo
List : The field list consists
of the list of fields and the add new field option.
: 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
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,
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.
Add New Field
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
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
Select the type of the text field such as single-line,
the field gets added in the dragged place in the canvas with the above
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 and Drop
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
the changes then click the corresponding buttons.
Setting Field Properties
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,
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.
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'
can View: The requesters can view the field in the request details
page but cannot set nor edit the value.
The fields such as requester details, subject and description do not have
field properties and hence can be only re-arranged in the canvas.
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
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.
Edit Incident Template
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
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
Delete Incident Template
From the incident
template list view page, enable the check box adjacent to the template
which you want to delete.
Delete button, a pop up window
appears confirming the delete operation.
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.