To form a request sample, perform the following steps:
- Navigate to Service Request Management → Request Templates.
- Click New and fill in the fields.
- Click Save or Save and Exit to apply changes.
Attributes
| Field | Mandatory | Description |
|---|---|---|
| Name | Y | Request name. |
| Table | N | Reference to the table containing the request instances. Such instance generates when the template state is changed to Published. This field is read-only. |
| Service | Y | Reference to the configuration items table with the pre-defined filter (CI Type is IT-service). |
| Request Description | Y | Reference to the Knowledge Base articles table with the pre-defined filter (All > Content Item Class is Request Description). |
| Request Model | Y | Reference to the Knowledge Base articles table with the pre-defined filter (All > Content Item Class is Request Model). |
| Request Category | Y | Reference to the requests category table. |
| Order | N | This field specifies the order of request templates in the request list. Fill in this field with the integer number to display the request lists by the value of this field increases. |
| Active | N | This field is responsible for the template displaying on the portal. If "Active" = TRUE, then a template is displayed; otherwise, it is not displayed. The logic of this field works only when in the sys_service_portal table, the object with the name congruent with the value from the Name field exists. |
| State | N | The trigger to create a table containing instances of the sample request. Now, the trigger is when the template state changes to Published. |
| Image | N | Attach an image if needed. |
| Description | N | Enter brief information about the request template. |
Behavior
For the templates that have the Table field filled in, UI action (buttons) appear to create the objects:
- Client Script
- Business Rule
- Column.
The Table field is pre-filled with data from the Table field of the current template on the form of every new object. There are synthetic related lists on the form containing information about the columns, client-side scripts, business rules for the table specified in the Table field.
If the Table field for the template is not filled in, then UI actions and synthetic-related lists described below do not appear.
Common features
All tables generated by templates have common characteristics:
- Title = value from the Name field
- parent = Request
- the value of the name field generates as follows: “itsm_request_sc_” + the last number for this type of table + 1
For every table, two views are created:
- Default (the view for those who will handle requests within the system)
- Service Catalog (the view used on the portal).
This is the field pool for the Default view:
- number
- requested_by
- master_it_service
- service
- related_cis
- contact_type
- state
- impact
- urgency
- priority
- assigned_user_id
- assignment_group
- subject.
The following common business rules work for tables :
- Specifying the request_template field value
- Specifying the requested_by field value.
Also, the common feature is the dependence of the request task related to the current request.
If the request has the State = Authorization, then its request tasks will have the state “Waiting Authorization." If the request state has any other state, then its request tasks will have the state "Pending."
