Registering Ticket Template
This feature aims to enable some features on the screen service request (ticket).
This feature allows the manager to add, change and delete ticket templates.
Before getting started
The Questionnaire type ticket/change template requires the previous registration of a questionnaire.
The Builder type ticket/change template requires the previous registration of the Builder form.
Procedure
- Access the functionality through the main menu System > Ticket/Change Template;
- Click on "New";
- The type of template selected will define the fields to fill:
- JSP: This functionality allows you to customize the service screen with reference, mainly, in shopping and travel management. Within the JSP type, there are previously registered sub-types. The usefulness of this type of template is only observed in versions prior to 7.2.3.9. This template class should be manipulated by an analyst with knowledge of JAVA programming;
- Questionnaire: Even if you disable the "Enable Edit Questionnaire" option. This edition will be possible when ticket registration occurs. There are two approval functions that can be configured, on the service request template screen, or on the maintenance of the flow. As a rule, for the system, only the settings performed on the flow screen will be valid. The existing approval function in the service request template screen will only be valid if it is linked to the registration of a JSP form in older models of the system. The enabling fields, although selected by default, will have their view not available when creating a ticket. This view will occur with the execution of the registration. Only the following features: Requester IC, Attachments, Schedule, Release, Project, Knowledge, and Reading e-mails will be available on the "Menu" button, located in the top left corner when registering a ticket that has a standard form type. All the enabling features that are presented both in the service request template and in the flow maintenance template screen will only be valid with the markings configured in the flow screen because the first mentioned is a complement to the second. If the service request template is linked only to portfolio activities, the system will assume that the form is standard. So it will not meet the standards (enabling or not the functionality) of the template. For the reclassification rule where the service template of the Questionnaire type or Builder has to be presented for the user response, the template or form must be linked to the service request template concurrently with the flow maintenance screen and portfolio activity;
- Builder: By selecting this option, the Form Builder link field and the Builder page are made available. You can also choose the form version by clicking on the "Specific form version" button. The template rules of the "Questionnaire" type are valid for the template of Builder type.
- Identify the template using the "Identification of the service request template" field;
- Name the template using the "Template name" field;
- Select the checkboxes available for the templates:
- Applicable to Ticket;
- Enable targeting;
- Enable status;
- Enable configuration item;
- Enable change;
- Enable problem;
- Enable solution;
- Enable related requests;
- Enable the save and continue button.
🖊 Note: When selecting the "Applicable to Ticket" checkbox, the user understands that the type of template is applicable only to the ticket.
🖊 Note: When selecting the "Builder" Template Type, the new checkbox type field will be displayed with the text: "Applicable to Change". When selecting this field the user understands that the type of template is applicable only to the Change.
⚠ Attention!
In the case of "Builder" type templates, the user can inform that the template will be used for both tickets and changes.