Configuring ticket templates for Control Desk Service Portal
Administrators can configure ticket templates that provide Service Portal users with predefined fields where they can specify additional relevant information when they report issues in Self Service Center.
About this task
In the standard Control Desk user interface, administrators can create ticket templates for use in Service Portal. When creating the template, you can specify existing attributes that you want to display as fields in the Additional ticket information section on the Report issue page in the Self Service Center. For example, you can create a network connectivity template that displays a field for the access method. When a user reports an issue and specifies a description that mentions network connectivity, the virtual agent can recommend the network connectivity template, which includes a field for access method. Or the user can specify a template in the Type of issue field, and additional fields for that template are displayed.
Only ticket templates that have the type SR (Service Request) can be used in Service Portal.
When creating templates, keep in mind that if the template is associated with a classification, the field attributes that are specified for the classification are included in the template in addition to the attributes that you specify in the template.
For more information about ticket templates, see Configuring ticket templates for Self Service Center.
To configure ticket templates to display in Service Portal, complete the following steps.
Procedure
- Log in to the IBM® Control Desk user interface as an administrator and go to .
- Select the template that you want to work with or create a template.
- To enable the ticket for Service Portal, in the Details section on the Template tab, select the Self Service Access check box.
- Optional: On the Specifications tab, you can add attributes for the fields that you want to display.
- Save the template.