Creating and modifying ticket templates
In Smart IT, you can use templates to create different ticket types, such as incident, change request, work order, release, activities, and tasks. The administrator must create templates in Remedy IT Service Management (Remedy ITSM). You can use them in both Remedy ITSM and Smart IT. Service desk agents can use ticket templates to quickly create tickets by using predefined values, which eliminates repetitive tasks in the process.
Fields you can define in ticket templates
Typically, ticket templates have values predefined in the following key fields and sections:
- Template name
- 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 ticket templates in BMC Remedy ITSM
Templates that you access in Smart IT are created in BMC Remedy ITSM. An administrator can create templates for the following applications:
- Change Management
- Incident Management
- Task Management System
- Work Order (under Service Request Management)
- Release Management
- Activity System
You can create templates for the supported ticket types by following the same basic procedure. This example shows how to create an incident template.
- On the BMC Remedy ITSM Home page, select Applications > Administrator Console > Application Administration Console.
- On the Application Administration Console, click the Custom Configuration tab and expand Incident Management.
- Select Template > Template.
- Click Open.
- Specify values in the appropriate fields.
- When the template is ready to use, set its status to Enabled and then save the template.
For additional information about how to create templates, see Creating templates.
Relating templates with other templates
In BMC Remedy ITSM, you can associate, or relate change request and activity templates to release templates. The system creates the change request and activities according to the template, and adds them to the specified milestone in the release plan. You can also relate task templates to change request and activity templates.
To relate a change request template to a release template
In BMC Remedy ITSM, search for and select the release template to which you want to relate the change request template.
On the Manifest tab of the release template, from the Request Type list, select Infrastructure Change Template and click Search.
- In the Change Template Selection window, select the change template, and click Select.
The template is added to the table on the Manifest tab of the release.
- In the table on the Manifest tab, select the change template, and in the Milestone column, select a milestone from the list.
- Save the release template.
When you use this release template, the system creates a change request for the specified milestone.
You can relate multiple templates to a release template. Follow the same procedure to relate activity templates to release templates.
Similarly, you can relate task templates to change requests and activity templates. In Smart IT, when you create change request and activities by using templates that have related task templates, the system creates tasks as per the template and adds them to the specified change request and activity. There are two types of task templates: task templates and task group templates. You can relate both types of task templates to change request and activity templates.
To relate a task template to an activity template
In BMC Remedy ITSM, search for and select the activity template to which you want to relate a task template.
On the Task Templates tab of the activity template, from the Request Type list, select Task Template, and click Relate.
- In the Select Template window, select the category and template type from the list.
- From the search result, select an appropriate task template and click Relate.
The template is added to the Related Templates table of the activity template.
You can add multiple templates to the activity template. You can follow the same procedure to relate task templates to change request 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 a company—say Calbro Services, you can access templates created for Calbro Services.
Though templates are filtered on the basis of company, 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 settings on the Centralized configuration 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, change and release 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 specify the setting in the Centralized configuration form.
Restart Smart IT to display suggested templates as per your support group. If you do not restart the application, the changes reflect when 30 minutes have elapsed from the time you saved the change.
Calbro Services has defined 25 incident templates. You belong to the Server Maintenance support group. Out of 25 templates, 5 templates belong to your support group. If 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.
Updating filters while updating out-of-the-box template
If you copy and rename an out-of-the-box template, you need to update the run-if qualification for the filters for the new template name, so that the Source ID gets associated correctly for the new template. For example, if you rename ITSM_Generic_Template and it has a run-if qualification ('EmailTemplateName' = "ITSM_Generic_Template"), then you need to update the following filters: