Quick templates allows the organization to
publish in-built templates for service desk records to users
The end users can browse through the templates
whenever they want to raise a service desk record. This helps them to
quickly submit the service desk record on a single click as the 'Title',
'Description', 'Service', 'Category', 'Sub-Category', and the three levels
of 'Derived Field' values are automatically submitted from the quick template.
SapphireIMS ships a list of in-built templates
with each of the ITIL projects. Click the 'Self Service' menu, 'Quick
Template' to view this list
Create a New Template
SapphireIMS provides an
interface to create quick templates
1. In the 'Settings' panel,
click on the '+' sign to expand 'Service Catalogue'. Click on 'Quick Template'
to display the Quick Template listing page. Click ‘Add’
2. To edit the quick template,
select the template name from the quick template listing screen. This
will allow you to edit the template entry.
New
Quick Template
Sr.
No |
Field
Name |
Description |
1
|
Quick
Template Category |
Select
the template category for the new quick template definition
 Note:
To add 'Quick Template Category'
Click 'Settings' and from
'Service Desk Configuration' section click 'Self Service Category'
From 'Service Desk' drop
down list box select 'Quick Template Category' and click
'ADD' |
2 |
Quick Template Sub Category |
Select
the quick template sub category for the new quick template definition
Note:
To add 'Quick Submit Sub Category'
Click 'Settings' and from 'Service
Desk Configuration' section click 'Self Service Category'
From 'Service Desk' drop down list
box select 'Quick Template Sub Category' and click 'ADD' |
3 |
Title |
Select
the title for the new template definition. The service desk record
title will be populated with the value that is provided here |
4 |
Description |
Select
the description for the new template definition. The service desk
record description will be populated with the value that is provided
here |
5 |
Service |
Select
the service for the new template definition. Depending on the
service selected the category will get populated |
6 |
Category |
Select
the Category for the new template definition. Depending on the
category selected here the sub category will get populated |
7 |
Sub
Category |
Select
the Sub Category for the new template definition. The service
desk record Sub Category will be populated with the value that
is provided here |
8 |
Derived
Fields |
Select
the Derived fields for the new template definition. The service
desk record Derived fields will be populated with the value that
is provided here |
|
Advanced
Settings |
Click
on '+' to expand this section. |
9 |
Fixed
Fields |
Select
values to pre-populate fixed fields in records. Select a fixed
field from the drop-down list. Enter a fixed value or select from
a list and click on 'Add'.
Repeat this for as many fixed fields
which need to be pre-populated. |
10 |
Additional
Fields |
Select
values to pre-populate additional fields in records. Select an
additional field from the drop-down list. Enter a fixed value
or select from a list and click on 'Add'.
Repeat this for as many additional
fields which need to be pre-populated. |
|
Viewing the Quick Template
To
access the quick template
1. Click 'Self Service' menu and select 'Quick
Template'. This will list the templates that are currently defined.
3. Browse the menus and click on the relevant
template from the menus. This will display the 'New Service Request' or
'New Incident' page with the 'Title', 'Description', 'Service', 'Category',
'Sub-Category', and the three levels of 'Derived Field' values populated
from the template. The service desk engineer can then submit the service
desk record or edit specific field values and then submit it.
Note: To configure
Quick Template category and Quick Template sub category, click SapphireIMS
'Settings' tab, from 'Service desk configuration' section, click 'Self
Service Category'
Quick
Template
