This documentation supports the 1.5 version of Remedy with Smart IT.

To view the latest version, select the version from the Product version menu.

Ticket templates

Smart IT supports templates to create incident, change request, work order, and tasks. As a service desk agent, templates help you to quickly create tickets by using predefined values. They eliminate the repetitive nature of work involved in creating tickets, and thus save your time. Though creating tickets by using templates is optional, it is recommended that you use templates to efficiently create tickets. Typically, templates have values predefined in the following key fields and sections:

  • Title
  • Description
  • Template name
  • Company
  • Categorization details
  • Assignment specification
  • Template authoring group details

After applying a template, if needed, you can change the predefined values on the ticket profile.

Creating templates in BMC Remedy IT Service Management

Templates that you access in Smart IT are created in BMC Remedy ITSM. The Administrator can create templates for the following applications:

  • Change Management
  • Incident Management
  • Task Management System
  • Work Order (under Service Request Management)

Example:

To create incident templates, follow these steps: 

  1. On BMC Remedy ITSM Home page, select Applications > Administrator Console > Application Administration Console.
  2. On the Application Administration Console, select the Custom Configuration tab, and expand Incident Management.
  3. Select Template > Template.
  4. Click Open.
  5. Specify values in appropriate fields. Some of the key fields are:
    • Template name
    • Company
    • Categorization details
    • Assignment specification
    • Template authoring group details
  6. When the template is ready to use, set its status to Enabled and then save the template.

For additional information on how to create templates see, Creating templates.

Configuring settings to filter templates based on support group

In Smart IT, by default, you can use templates created for the company accessible to you. For example, you have access to Petramco (a fictional company), and therefore, you can access templates created for Petramco. 

Though templates are filtered on the basis of company, starting with Smart IT v1.5.01 onwards, incident and change request templates can be filtered on the basis of the support group accessible to you. To access templates, when creating templates, Administrator must add your support group under Groups that use this template section. To filter templates on the basis of the support group accessible to you, the Administrator must specify setting on the SHARE:Application_Properties form. On this form, by default, the templateSearchByAuthoringGroup property is set to false, and therefore, templates are filtered on the basis of company accessible to you. When this property is changed to true, incident and change templates are filtered on the basis of support group accessible to you.

The setting is applied at the tenant level, and does not depend on user's choice. In BMC Remedy ITSM, the Administrator must follow these steps to specify the setting:

  1. Log in to BMC Remedy ITSM.
  2. Access the SHARE:Application_Properties form through the following placeholder link:
    http://<Mid-tier server name>:<port number>/arsys/forms/<ITSM server name>SHARE%3AApplication_Properties/Default+Admin+View
  3. In the Property Name field, enter templateSearchByAuthoringGroup, and click Search.
  4. In the Property Value field, clear the value false, and type true.
  5. Click Save.

Notes

  • Values in the remaining fields on the SHARE:Application_Properties form must not be changed. 
  • You must either wait for minimum 30 minutes, or restart Smart IT service to display suggested templates as per your support group.

A scenario would help you understand this setting and its benefit. Petramco has defined 25 incident templates. You belong to the Server Maintenance support group. Out of 25 templates, 5 templates belong to your support group. When the templateSearchByAuthoringGroup property is set to false, when accessing templates, the system displays a list of 25 templates. The list contains 20 templates that do not belong to your support group. You have to go through the list and select an appropriate template. To save your efforts and help you quickly select a template, the property value is set to true. Now, the system displays only 5 templates that are created for your support group. You can easily select an appropriate template.

If you belong to another support group that has 5 incident templates defined, the system displays total 10 templates. You must select a template from 10 templates.

Accessing templates in Smart IT

You can access templates on both Universal Client (UC) and mobile devices (Google Android and Apple iOS) to create tickets and tasks.

 To access change request templates:

On UC and mobile, you can access change request templates from the Create New menu. To access templates follow these steps:

  1. (UC) From the Create New menu, select Change Request.
  2. On the Change request profile, specify the company and name of the person for whom you are creating the ticket.
  3. In the Search field, specify the template name and search for the template.
  4. In the search result, select the appropriate template.
    Alternatively, if you have recently used a template, you can select that template from the templates available under Most Recent Templates.
  5. Click Done to apply the template. You may then proceed to create the change request ticket.
 To access task templates:

On UC and mobile, you can create tasks from within the tickets and resources. You can access task template when you choose to create a blank task, or create a task from a template. Both the methods lead you to select a task template from the Select Task Template pane. If you know the template name, you can search for the template in the Search field, select the template, and then proceed to create the task. If you do not know the template name, you can follow these steps to access the template:

  1. Open a ticket, for example an incident ticket.
  2. In the Additional Info section of the incident, under Task tab, click +Add Task > Blank.
  3. On the task profile, click Browse All Templates.
  4. On the Select Task Template pane, specify the type of task and the activity type.
  5. Search and select an appropriate template.
  6. Click Done to apply the template. 
    You may then proceed to create the task.
 To access incident templates:

On UC and mobile, you can access incident and work order templates from the Create New menu. Follow these steps to access incident templates:

  1. (UC) Click Create New > Incident.
    On the incident profile, the Select Incident Template field is inactive by default.
  2. Specify name of the customer in the Affected Customer(s) field.
    The Select Incident Template field becomes active.
  3. Click Browse All Templates button.
    The Select Template pane is displayed.
  4. In the Select a category to browse list, search and select an appropriate incident template category.
  5. Search and select appropriate template.
  6. Click Done to apply the template.
    You may then proceed to create the incident.

Steps to access incident and work order templates by using the Create New menu are similar. The only difference being, on the Select Template pane, you do not have the Select a category to browse option to browse for work order templates.


 To access incident and work order templates from Smart Recorder:

On UC and mobile, you can also access incident and work order templates from Smart Recorder. Templates are very handy when you create tickets from Smart Recorder. When you enter a keyword to search for template, Smart Recorder searches for the keyword in templates created for incident, work order, and service request tickets. When you create an incident by using Smart Recorder, after entering the customer name, you can enter an exclamation mark (!) before the keyword to get a list of suggested templates. The procedure to access templates from Smart Recorder is as follows:

  1. On Smart Recorder, enter name of the customer.
  2. Enter an exclamation mark (!) followed by a keyword to get a list of suggested templates.
    Alternatively, if you do not add an exclamation mark, the suggested list of templates is displayed in the pane on the right side.
  3. Select the appropriate template from the search result.
  4. You may then proceed to create the incident or work order.

Related topics

Creating templates

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Comments

  1. Martin Penev

    The "Configuring settings to filter templates based on support group" functionality is described as an enhancement in version 1.5.01: https://docs.bmc.com/docs/display/public/smartit15/1.5.01+enhancements#id-1.5.01enhancements-Enhancementstorecommendedtickettemplates

     

    I think that you should update the current page so that it clearly states that this functionality is not available in version 1.5.00 of SmarIT.

    Mar 21, 2017 10:55
    1. Rakhi Rathod

      Hello Martin,

      I agree with your suggestion. Pls see the updated content.

      Thanks,

      Rakhi

      Mar 21, 2017 12:36