Applying a service request template
About this task
A template contains data that you can automatically insert in common, high-volume records. Instead of manually entering standard information each time, you can apply a template that contains information such as owner, service group and service, classification, and internal priority.
To apply a template to a service request, complete the following steps.
Procedure
- In the Service Requests application, display the record to which you want to apply a template.
- Select the Apply Service Request Template action, or from the Toolbar, click Apply Service Request Template
. The system searches for
all active templates for service requests. - In the Ticket Templates dialog box, select the template you want to apply and click OK. When you apply the ticket template, values from the following fields are copied from the template to the service request: Priority, Owner or Owner Group, Service Group or Service, Classification, Vendor, and Organization.