Role Required: admin.
Request template creation is a key element of the Service Request Management process, which helps users to operate service requests efficiently.
Creating a request template
To create a request template, please complete the steps below:
Navigate to the Service Request Management → Request Templates.
Click New and fill in the fields.
Click Save or Save and Exit to apply changes.
- Once the template is completed, change the state to Waiting for Approval to start implementation.
You can find a newly created template in the Request Template (itsm_request_template) table. You can also edit existing templates so that they meet your current needs.
Form Description
Field | Mandatory | Description |
|---|---|---|
Name | Y | Define the template name. |
Table | Y | Specify a table containing the necessary columns for the template. |
| Create Table | N | Select the checkbox to create a new table. When the checkbox is selected, the Table field becomes nonmandatory and the Parent Table field appears. |
| Parent Table | Y | Define the parent table for a new one. This field appears when the Create Table checkbox is selected. New table is created when the template is in the Published state. If the Parent Table name is |
Service Catalog | Y | Specify the service catalog where the template should be located. For the service catalog configuration, please navigate to Catalogs Configuration → Service Catalogs and create one that fits your needs and tasks. Generally, service catalogs are records in the Service Catalogs (sc_catalogs) table. |
Service Category | Y | Specify the service category to clarify the template purpose. For the service category configuration, please navigate to Catalogs Configuration → Service Categories and create one that fits your needs and tasks. Generally, service categories are records in the Service Category (sc_category) table. |
State | N | Specify the state of the request template. There are three available options:
|
Order | N | Specify the order in which the request template will be displayed in the list. |
Active | N | Select the checkbox to activate the template and make it available for selection. |
Image | N | Specify the icon to display on the request template card. |
Description | N | Specify the brief description to display on the request template card. |
Publishing a request template
To publish the request template on the portal, you need to create the SP form view for the table that is specified in the Table field of the template record. Then you need to activate the template record.
If the Active checkbox is not chosen, the template is inactive and cannot be used. If the request template is not active, then the Service Catalog item that allows creating service requests is not displayed on the Service Portal.
The visibility of the Service Catalog item can be configured in the related Portal Node record that binds the Portal record and the Service Catalog page.
Approving a request template
If necessary, the approval stage can be added to publish a template on the portal. The approval rule is disabled in the out-of-box solution, but it can be set up. To enable the rule, please complete the following steps:
- Navigate to Approvals → Approval Rules.
- Find the rule record using the list search boxes or the Condition Builder and open it.
- Select the Active checkbox.
- Click Save or Save and Exit to apply changes.
You need to configure the State Model for the Request Template (itsm_request_template) table when the rule is enabled.
The request template has to be approved by the service owner or the request manager before configuration and usage.
There are three ways to approve or reject a request template:
- with the email notification
- Open the letter you received and click Approve or Reject. You will be redirected to the portal page. If you reject an approved ticket, specify the reason in the modal window and click Submit.
- via the Self-Service Portal
- Navigate to Cabinet → My Approvals.
- Open the approval ticket you need to decide on.
- Click Approve or Reject. If you reject an approved ticket, specify the reason in the pop-up window and click Submit.
- via the agent interface
Navigate to Approvals → All Approvals.
Open the approval ticket you need.
Click Approve or Reject at the bottom of the form.
Click Save or Save and Exit to apply changes.
Keep in mind that only service owners specified in the Service field can decide on the approval tickets. However, any request manager can approve any request template.
Configuring a request template
Once the request template is approved, a table with the same name is created and assigned to it automatically. You need to preset columns, business rules, and client scripts that will define what the end-users will see.
As soon as the template is approved and in the Published state, the following options will appear on the template form (for more information on what they are and how to create them, see the links below):
Create Business Rules
Create Column
Create Client Script
Widget Configuring
Sometimes you need to create requests out of user queries. So the typical request table that was created within the template (located in the Request Template (itsm_request_template) dictionary should be selectable in the widget modal window). To do this, please complete the steps below:
- Navigate to Portal Structure → Widgets.
- Find the Request Helper in User Query widget record in the widgets list and open it.
- Locate the condition attribute in the Template field.
- Replace the defined value (condition="nameLIKE_sc_") with the actual values for your solution.
As an example, it may be: condition="(sys_id=156950616617772294)^OR(parent_id=156950616617772294)^OR(nameLIKE_sc_)"
After these changes, you will be able to choose the right table in the modal window.
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