Request Template

Request templates are used to quickly register requests that are repeatedly reported. A request template can be used to register a new request. Request templates can also be applied to existing requests, for example to complete the registration after an end user submitted a request using Self Service without selecting the appropriate request template. When a request template is applied, its information is used to populate the fields of the request. Instructions may be included in the request template to assist the person who applied the request template.

Request templates can be related to workflow templates when requests based on the request template will always require a specific type of workflow to be implemented. When such a request template is applied to a request, a new workflow will automatically be generated based on the workflow template that is related to the request template.

Only a person who has the Service Desk Manager role or the Account Designer role of an account can maintain the request templates of that account.

After selecting an existing request template, a service desk manager is able to copy its information and paste it into a new request template by selecting the “Duplicate Request Template” option from the Actions menu.

The Request Template Fields page provides field utilization guidelines for each field of the Request Template form.