Creating a Request Detail template to deploy an operational rule

For commonly occurring service requests that require operational-rule deployment to complete the service request, you can create a Request Detail template that contains the appropriate Incident template. In the Incident template, link the Task template that deploys the required operational rule.

For example, your clients require Microsoft Office to be installed on their computers. You can create a service request definition (SRD) to address this request. In the SRD, select the Request Detail template that contains the Incident template that describes the service request being offered to clients. In the Incident template, link the Task template that deploys the operational rule to install Microsoft Office.

For information about creating Incident templates that are linked to Request Detail templates, see Creating-an-Incident-template-to-deploy-an-operational-rule. For information about creating Task templates that are linked to Incident templates, see Creating-a-Task-template-to-deploy-an-operational-rule.

To create a Request Detail template to deploy an operational rule

1. Click the Remedyforce Administration tab.
2. On the Home page, click the Configure Application tile, and from the menu select Templates.
   Alternatively, you can also navigate to Remedyforce Workspaces > Configuration > Templates.
3. In the templates list view, click New.
4. From the Template For list, select Request Detail.
   When you select Request Detail, the Incident Template list appears.
5. In the Name field, type a unique alphanumeric identifier that to assign to the current template.
6. Select the appropriate option from the Show template to list: 
   
   You can select any one of the following options for a template:

1. • All Users:
     • Select this option to make the template available to all users.  
     • When creating a new template, this option is selected by default. 
     • If you selected the Everyone check box in older versions, All Users is selected by default after upgrading to the latest version.
   • Users of selected profiles: To make the template available to users of selected profiles, select the required profiles from the Available Profiles list. Click the right arrow to move the selected profiles to the Selected Profiles list.
   • Users of selected permission sets: To make the template available to users of selected permission sets, select the required permission sets from the Available Permission Sets list. Click the right arrow to move the selected permission sets to the Selected Permission Sets list. 
   • None: 
     • If you select this option, the template is not available to any user.
     • After upgrading to the latest version, None is selected by default if you didn't select the Everyone checkbox or any profile in previous versions.
2. Click the Incident Template list.
3. In the Select From Templates window, select an Incident template that contains the linked Task template that deploys the required operational rule.
4. In the Description field, type a description that includes the reason for creating the template.
5. Click Save.

Related topic

Managing-templates