Request Template Fields

The fields of the request template form are listed below and recommendations for using each of them are provided.

Theme (Subject)

A short description is entered in the Subject field, which is copied to the Subject field of the new request when it is created based on this template.

Disabled

The Disabled checkbox is set if the request template no longer needs to be applied.

Copy the theme to the requests

The Copy theme to requests checkbox is set if the theme of the request template should become the theme of the request when applying this template to it, provided that the “Theme" field in this request is empty.

Service

In the Service field, select service, for which a request template is created.

Service Provider

The organization specified in the Service Provider field of the selected service is automatically set in the "Service Provider" field.

End users

The End Users checkbox allows individuals to submit a new request on the self-service portal based on this template.

Specialists

The Specialists checkbox allows you to make the request template available in Service Desk Console and Service hierarchy browser ("SHB") to apply it to new and existing requests. Important: if the End users and Specialists boxes are not checked, the request template can only be applied via the REST API and only by a person with the role of specialist in space, in which the template is created, or in a space that is subject to an active service level agreement (SLA) for the service associated with the template.

Keywords

Words that are not used in the service name, topic, registration tips, or comments are added to the Keywords field. You can use these keywords to search and find this template.

Registration Tips

The Registration Tips field contains information that is displayed after applying the template to a new or existing request. This field usually contains step-by-step instructions on how to complete registration of a template-based request. Registration tips are not displayed after saving the request. It is possible to use basic text formatting in this field.

Instructions

In the Instructions field, instructions are entered for people who will work with requests based on the template. These instructions remain visible in requests, while visibility is limited to persons with the role of auditor, specialist or space administrator in space, which the request template belongs to. It is possible to use basic text formatting in this field.

Comment

The information is entered in the Comment field, which is copied to the Comment field in the request when the template is applied to it. It is possible to use basic text formatting in this field.

UI Extension

In the UI Extension field, select UI extension, which is added to the request when the template is applied to it.

Category

The category is selected in the Category field, which is copied to the Category field in the request when the template is applied to it.

Influence

The Influence field selects the influence level, which is copied to the Influence field in the request when the template is applied to it. We are talking about the impact on the service instance. Degradation of a service instance means that some of its non-core functions are not working, the response time of the service instance is slow, or the backup capabilities of the service are unavailable (for example, in case of server failure), even if the use of the service instance is not affected. An instance of the service is down or unavailable if any part of its core functionality is down.

Configuration item (CI)

In the Configuration item (CI) field configuration item (CI) is selected, which is copied to the Configuration item (CI) field in the request when applying the template to it. If you are not registered, this field remains hidden.

Asset selection on the self-service portal

The Asset selection on the self-service portal checkbox is set to enable the user to set the CI in the "Asset" field after selecting the request template on the self-service portal. The person sending the request from the self-service portal can select only the services that are part of the service instance, the active SLA of which extends the action to the person for whom the request is submitted. If an instance of the service is already specified, then you can select only the CI for this instance of the service. The CIs available for selection in the Asset field are additionally limited to CIs that are not linked to any person, and CIs that the person for whom the request is being submitted is associated with as a user.

Reservation offering

Field Reservation offering are available when you select the Reservation category. This field is used to link one or more reservation offering to the request template. The request template is available to persons who are subject to the SLA for a service instance associated with one of the selected Reservation offers (provided that the persons have access to them).

Workflow template

Using the Workflow Template field, you can link workflow template to the request template. After applying the template associated with the workflow template to the request, this workflow template is used to create a new workflow. A new workflow is automatically associated with the request. This field is available if the service is linked to a request template and there is at least one workflow template for it with values in the Justification and Type fields. The field is also available if the service is linked to a request template and there is at least one workflow template unrelated to the service with values in the Justification and Type fields.

Purpose

Team

In the field The Team is selected by team, which is copied to the The team field in the request when applying the template to it.

Participant

In the field The participant is selected by person, which is copied to the field Participant in the request when the template is applied to it.

Assign to yourself

The Assign to yourself checkbox allows you to select the person using the template in the Participant in the request when the template is applied to it.

Supplier

In the Supplier field, the supplier organization is selected, which is copied to the Supplier field in the request when the template is applied to it. Use this field only if template-based requests are assigned to an organization with which no trust relationship in the R-Service system has yet been established.

Planned efforts

The Planned Effort field indicates the planned time required to complete the request.

Workflow Manager

In the Workflow Manager field, the workflow manager is selected and copied to the Workflow Manager field in the request when the template is applied to it. If the Workflow Manager field is not filled in, the change manager for the service associated with the request template is selected. The same person is selected as the manager of a new workflow created based on the workflow template associated with the request template, after saving the request when applying the template to it. This field is only available if the "Status" field is set to "Workflow Pending".

Desired duration

Desired completion date

In the Desired Completion Time field, enter the number of hours and minutes during which requests based on this template should be executed.

Support hours

In the Support Hours field, select the calendar used to calculate the desired completion time for requests based on this template.

Time zone

The Time zone field selects the time zone applied to the selected support hours.

Mark as urgent

The Mark as urgent checkbox marks the urgent request created based on this template.

Status

The status is selected in the Status field, which is copied to the Status field in the request when the template is applied to it. Please note: The status “Workflow Pending” can only be set if one or more workflow templates are available for the selected service.

Reason for completion

In the Reason for completion field, the reason for completion is selected, which is copied to the "Reason for Completion" field in the request when the template is applied to it.

Default effort class

In the Default Effort Class field, select one of the effort classes available in the space or headspace of the request template. If the default effort class is selected in the request template, it is copied to the Effort Class field in the request when the template is applied to it, but provided that the person registering or updating the request belongs to an organization using timesheet settings. involving this class of efforts.

Standard service requests

Service offers

Using the field Service Offers you can link a service offer to a request template. You can select only service offers related to the same service as the request template. After linking a request template to one or more service offers, it can no longer be applied to the request, unless the initiator is subject to an SLA based on the service offer that the request template is associated with.

Reaction time

In the Response Time field, enter the number of hours and minutes or business days during which the response to the request to which this template was applied should be provided. At the same time, the initiator is subject to the SLA based on the service offer.

Decision time

In the Decision Time field, enter the number of hours and minutes or business days during which the request to which this template was applied must be completed. At the same time, the initiator is subject to the SLA based on the service offer.

Support hours

In the Support Hours field, a calendar is selected that defines the support hours for the request to which this template applies and which is subject to the SLA based on the service offer.