Configuring templates

As an administrator, you can simplify processes by creating templates. A template is a predefined process that provides default settings for your forms. You can create templates for your users to easily create change, release, incident, and activity requests. The values that the administrator configures in the template forms are used to add information to the Change, Release, Activity, or Incident form. This allows end users to use standard business processes and increase automation and value. Users can select any templates that are available for your support group. Templates are useful in an request that follows well-defined methods for specific and repeated requirements. You can create as many templates as you want.

The following topics describe the procedures required to create change, release, activity, and incident templates:

• Creating templates
• Modifying and deleting templates
• Configuring change templates
• Configuring release templates
• Configuring activity templates
• Configuring Incident Management templates
• Modifying Incident Management templates
• Managing knowledge article templates