ServiceDesk Plus

    Change Template

     

    Change Template lets you custom create change templates for the most common and frequently requested changes. Each template can possess different fields, field values and workflow, thus customizing or pre-defining change forms so as to suit the changes that may arise in your organization.

    The change template enables the Change Requester to initiate a change quickly with all the necessary fields pre-filled, thereby increasing the productivity of your help desk team.

    Remember: New change templates being configured will copy the configurations of the change template that is set as default.

     

    To access the Change Template configuration wizard,

    1. Login to the ServiceDesk Plus application using the user name and password.

    2. Click the Admin tab in the header pane.

    3. In the Problem/Change Management block, click the Change Template icon Requester - Additional Field Icon.

    To custom create a new change template, follow the steps mentioned below:

    1. Click on Add Change Template button available in the Change Template List View.

    2. Add Change Template page will open up, This page will be split into 3 sections: Template-Workflow section, Canvas and Drag and Drop Fields section.

    3. To add the text fields, enter the label name in the form fields beside Label field. If required, enter the description for the field.

       

      Template-Workflow section

      This section will help you do the following:

      • Provide a name to the change template

      • Decide the workflow the change template would follow (by allowing you to select workflow from Follows Workflow dropdown)

      • Set the change template being configured as the default template (by checking Set as default checkbox)

      • Mark the change template being configured as the emergency template (by checking Mark as Emergency checkbox)

      • Provide a short description for the change template stating why it is being created

       

      Canvas section

      This section helps you design the change form by lettng you:

      • Add/Delete fields available in the canvas

      • Adding Fields: Click and drag fields onto the canvas from Drag and Drop fields section of change template

      • Deleting Fields: By clicking on on hover Delete Edit Icon icon

      • Set fields as mandatory (by clicking on on hover Edit dropdown and selecting mandatory field checkbox)

       

      Drag and Drop section

      This section helps you design the change form by lettng you:

      • Drag and Drop fields onto the Canvas

      • Configure new fields, store them in the drag and drop section, and add them to the Canvase based on your requirements

      • Configuring new fields: Drag and drop Add New Field section from Drag and Drop and decide whether the field to be added is text or numeric or Date/Time field using Add New Field pop-up and okay it for the field to be added.

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    4. Click Save to save the change template

     

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