Configuring Templates - Documentation for Bmc Helix Itsm 21.02
As an Administrator, You Can Simplify Processes by Creating Templates. a Template Is a Predefined Process That Provides Default Settings for Your Forms. You...
As an administrator, you can simplify processes by creating templates. A template is a predefined process that provides default settings for your forms. You can create templates for your users to easily create change, release, incident, and activity requests. You can also use templates in the Remedy API to create an activity, an incident, an infrastructure change, and so on. The values that the administrator configures in the template forms are used to add information to the Change, Release, Activity, or Incident form. The templates enable service desk agents to use standard business processes and increase automation and business value. Service desk agents can select any templates that are available for their support group. Templates are useful in a request that follows well-defined methods and for repeated requirements. You can create as many templates as you want.
Best practice
We recommend that you create templates only for standardized processes that your users perform on a frequent basis.
Permissions to create templates
The account you use to create the different types of templates must have the appropriate permissions. Before creating templates, review the table below and if necessary, add permissions to your account configuration.
| Permission | Template type |
|---|---|
| Change, for any support group |
| Change, for those support groups where you have this role |
| Release templates for your support group |
| Activity templates for your support group |
| Incident |
Must Read
Template statuses
When you create a template, its Status field is set to Enabled by default. While a template is in development, you can set its status to Proposed or Offline. When it is ready to deploy, set the status to Enabled. Template status is always set by the person modifying the template and not by any system activity. The table below lists all of the available statuses:
| Status | Description |
|---|---|
| Enabled (default) | The template is enabled and ready for use. |
| Proposed | The template is work-in-progress and has been proposed for a particular type of request. |
| Offline | Template is active but it is not available for use in the application. The template can be enabled at any point to make it available. |
| Obsolete | The selected template is obsolete and is no longer required. This status is informational only - no action is taken when the status is set to Obsolete. |
| Archive | The template is no longer in use and has been archived. |
| Delete | The template remains in the system but it cannot be used in the application. |
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