ManageEngine ServiceDesk Plus 8.0 :: Admin Guide

Incident Template
ManageEngine ServiceDesk Plus 8.0 :: Admin Guide
In real world, there is a need to support different types of incident request which might require
different fields in the form layout. Request Template supports to configure different set of fields for
different type of requests. Thereby creating individual form for each request template for the most
frequently raised requests such as, printer problem or mail fetching problem. The fields can be pre
filled with values so that a request can be created instantly.
To open the request template form,
1. Click the Admin tab in the header pane. The configuration wizard page opens.
2. Click Incident Templates icon under the helpdesk block. This opens the Incident
Template list view page.
Creating an Incident Template
1. Click Create New button. This opens the add incident template form view for the technician.
The incident template form consists of three blocks namely, Header, Field list, Canvas and
Show to Requester.
� Header : The header consists of the Template Name, Comments and the Undo and
Redo buttons.
� Field List : The field list consists of the list of fields and the add new field option.
� Canvas : The canvas decides the form look and has drag and drop area.
� Show to Requester : The incident template can be made available to requesters by
enabling "Show to Requester" check box. If you have configured User Groups, the
template can be restricted to the requesters of a specific user group by selecting the user
groups from the list. Click here to know more on configuring User Groups.
The following are the actions that can be performed in the form,
� Form Customization - Add New fields - Drag and Drop fields - Setting Field Property
� Request Preview - Technician View - Requester View - Add Tasks
� Edit incident Template
� Delete incident Template
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