Create Template of Incident, Request, and Procedure
This feature provides a variety of actions, such as including, changing, and deleting a template to facilitate the opening of a new request.
Before getting started
In order to register a ticket template, it is necessary to:
Pre-register the contract and for it to be linked to the service, the group, and the unit;
Have access to the Ticket Template functionality;
Have the portfolio with the service and request and incident activities, being linked to the service contract;
Have the time of attendance of the request and incident activities defined;
The requester must be included in the group that is linked to the contract so that it's possible to register and configure parameter 9.
Procedure
- Access the functionality Incidents/Requests/Procedures Template through the main menu Processes > Request and Incident Management > Ticket model;
- Complete all mandatory fields;
- Click on "Save".