This documentation supports the 22.1 version of BMC Helix ITSM.

To view an earlier version, select the version from the Product version menu.

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. You can also use templates in the Remedy API to create an activity, an incident, an infrastructure change, and so on.  The values that the administrator configures in the template forms are used to add information to the Change, Release, Activity, or Incident form. The templates enable service desk agents to use standard business processes and increase automation and business value. Service desk agents can select any templates that are available for their support group. Templates are useful in a request that follows well-defined methods and for repeated requirements. You can create as many templates as you want.

Best practice

We recommend that you create templates only for standardized processes that your users perform on a frequent basis.
The following video shows how to create and use a template:

 https://youtu.be/HA5B-8f9Gz0

Permissions to create templates

The account you use to create the different types of templates must have the appropriate permissions. Before creating templates, review the table below and if necessary, add permissions to your account configuration.

PermissionTemplate type
  • Infrastructure Change Config
  • Infrastructure Change Master
Change, for any support group
  • Infrastructure Change User permission, with Support Group Admin functional role
Change, for those support groups where you have this role
  • Release coordinator
  • Release Master
  • Release Config
Release templates for your support group
  • Release coordinator
  • Activity Config
Activity templates for your support group
  • Incident Config
Incident 

Template statuses

When you create a template, its Status field is set to Enabled by default. While a template is in development, you can set its status to Proposed or Offline. When it is ready to deploy, set the status to Enabled. Template status is always set by the person modifying the template and not by any system activity. The table below lists all of the available statuses:

StatusDescription
Enabled (default)The template is enabled and ready for use.
Proposed The template is work-in-progress and has been proposed for a particular type of request.
OfflineTemplate is active but it is not available for use in the application. The template can be enabled at any point to make it available. 
Obsolete The selected template is obsolete and is no longer required. This status is informational only - no action is taken when the status is set to Obsolete.
ArchiveThe template is no longer in use and has been archived. 
DeleteThe template remains in the system but it cannot be used in the application.

To create an Activity, Change, or Release template

  1. Open the Application Administration Console. Select Applications > Administrator Console > Application Administration Console.
  2. From the Application Administration Console, open the Custom Configuration tab.
  3. From the Application Settings list, specify the template type that you want to create: Activity SystemChange Management, or Release Management. For example, to create a Change template, select Change Management > Template > Template and click Open.
  4. Set the Status field. For work-in-progress templates, set the status to Proposed or offline. The default setting is Enabled.
  5. From the Company list, select the company.
  6. Enter the name of the template in the Template Name field and provide a description of the template in the Summary field. 
  7. At this point, you can either complete the steps to configure the template or save the changes and work on it later.
    Refer to the appropriate configuration topics for detailed instructions: 

    TemplateConfiguration steps
    Activity

    Creating activity templates Open link

    Change

    Creating templates for Change Management Open link

    Release

    Creating templates for Release Management Open link

  8. Click Save to save your changes.

To create an incident template

Follow this procedure to create an incident template.

  1. In the Application Administration Console, select the Custom Configuration tab and expand the Incident Management branch.
  2. Select Template > Template and click Open.
    The Incident Template Selection window opens.
  3. Click Create.
  4. On the Incident Template form, in the Template Name field, type a brief descriptive name for the template.
  5. Set the Status field.
  6. Select or create the appropriate template categorizations for Tier 1, Tier 2, and Tier 3.
    To create a template categorization, type the category name in the Template Category field. When you save the template, the category name is also saved and added to the field's selection list, where it is available to select when you create the next template.

    Example

    To organize templates related to network incidents, you create a Tier 1 category called Network, a Tier 2 category called Outage, and a Tier 3 category called Router. You then create a template called Router Down. This template appears in the Incident Template Selection dialog box under Network > Outage > Router.

    Next, under the Tier 1 level (Network), you create a second Tier 2 category called Connectivity. Because you do not need a third tier to organize connectivity issues, you leave the Tier 3 category blank and create a template called PC Can't Connect to the Network. This template appears in the Incident Template Selection dialog box under Network > Connectivity.

  7. Enter or modify the appropriate settings on the template tabs, as described in the  Configuring Incident Management templates Open link  section. 
  8. Click Save.


To create work order templates

  1. From the Application Administration console, click the Custom Configuration tab.
  2. From the Application Settings list, select Service Request Management > Work Order > Work Order Template, and click Open.
  3. Enter information in the Work Order Template form:
    1. In the Company field, select a company for the template.
    2. In the Summary field, enter a brief description of the work order.
    3. In the Template Name field, enter a name for the template.
    4. In the Work Order Type field, select the appropriate type for this template — for example, General (the default) or Project.
    5. In the Automation Status field, select Automated if the work order is fulfilled automatically, otherwise select ManualFor more information about setting up automated work order tracking, see Setting up automated work order tracking.

      For the work order templates that are created before the Service Request Management 20.02 release, the value of the Automation Status field is set to Manual by default.

    6. (Optional) In the Notes field, enter a complete description of the template.
    7. In the Status field, select a status.
      This information is populated in the Summary field on the Work Order form.
    8. Click Save to add your template to the list of available work order templates.

  4. From the Classification tab of the Work Order Template form, enter information in the following fields:
    1. In the Company field, select the name of the company for requests based on this template
    2. (Optional) In the Region field, select the area of the company.
    3. (Optional) In the Site Group field, select the city of the company.
    4. (Optional) In the Site field, select the location of the company for this work order.
    5. (Optional) In the Business Service field, select a business service configuration item (CI) to relate to this work order. Items in the list are retrieved from the Atrium Service Catalog.
    6. (Optional) Select the appropriate operational categorizations for Tier 1Tier 2, and Tier 3.
      Here you configure the three-tier hierarchy defined in your operational catalog.
    7. (Optional) Select the appropriate product categorizations for Tier 1Tier 2Tier 3Product Name, and Model/Version.
      Here you configure the five-tier hierarchy defined in your product catalog. If you do not see the appropriate product, continue to make selections in product categorization until you see the appropriate product.
    8. Click Save.
  5. From the Tasks tab of the Work Order Template form, enter information in the following fields to specify which tasks and task groups to include in this template:
    1. To add a task or task group to your template, select a request type in the Type list (for example, Task Template) and click Relate.
    2. (Optional) Use the Type (for example, ALL) and Category (for example, Task Management System) fields in the Select Template dialog box to filter the list of tasks that appear.
    3. Select a task or task group, and click Relate.
      The task or task group is added to the template.
    4. Close the dialog box, and click Save.

If your organization does not use the Task or Categorization features when managing work orders, then you can hide the tabs.

To open a saved template

You can open a saved template with a new search.

  1. In the Application Administration Console, select the Custom Configuration tab and expand the branch for the type of template - Activity SystemChange ManagementIncident Management, or Release Management.
  2. Select Template > Template and click Open.
  3. When the template window opens, select New Search.
  4. Specify your search criteria. For example: 
    • To open a specific template, enter all or part of its name in the Name field.
    • To find all templates that match a status, use the pull-down Status field to select the status.
    • To find all templates for a company, select it from the Company field.
  5. Click Search. One or more templates that match your search criteria appear in the search results.

To modify or delete templates

You can only modify and delete templates when you belong to the authoring group.

To delete a change, release, or activity template, search for the template you want to delete, and in the list of templates, select the template you want to delete. Change its Status field value to Delete and click Save. Setting the template status to Delete makes it unavailable to the application. To permanently delete a template, you need to delete its record.





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