Service Request Templates

A service request template contains predefined data that you can insert in common, high-volume service request records. An applied template can specify information such as owner or owner group, internal priority, and classification.

Applying templates can significantly reduce the amount of time needed to create service requests, since you can insert information simply by applying the correct template. Application of templates is a flexible process, since you can modify applied information until the service request is in a resolved or closed status.

Applying a Template

When you use the Apply Service Request Template action, the system searches for active templates for service request records. If you select and apply a template to a service request record, it overwrites existing data in the record. If there is data in a service request's field but no data in the corresponding field on the template, the template does not delete the existing data.

A template can contain the following information, which is copied to the service request when you apply the template. You can modify the applied information until the service request is in a resolved or closed status.
 

  • Internal Priority

  • Classification

  • Owner or Owner Group

  • Vendor

  • Service

  • Organization

  • Service Group

  • Site

Removing Template Information

To remove template information from a service request, delete information in the fields that the template modified.

See Also

Apply a Service Request Template