Service Request Templates are used by customers to submit requests for the services in the Service Catalog. They are basically Issue templates with pre-populated fields. The use of pre-populated fields saves time and also makes it easier to develop escalations and Change Manager approval processes that use the requests. After the Service Request Templates have been created, they can be associated with services. This is done when the service is created in the Service Catalog.
You can create single Issue templates or you can create Master Issues with subtasks for your services. For example, if you were to create a "New Hire" service, you might want to do that as a Master Issue, with subtasks for obtaining various pieces of equipment, assigning office space, and other activities associated with hiring a new employee.
Create a Template
To create a Service Request Template for a single Issue:
From the CMDB homepage, select Administration. The CMDB Administration page is displayed.
Select Service Request Templates from the administration page.
Click the Create button. A Template Name field is displayed, as well as a checkbox to designate the template as a Master, from which Master Issues and subtasks can be generated.
Enter a name for the template. If you wish for it to generate a Master Issue with subtasks, check the Master Template checkbox.
Click the GO button. The template page is displayed. The template page is an Issue page. Enter the information that you want to pre-populate the Issue that is created when a service request is made. For example, you may wish to enter a specific title for all requests of this type. That title could then be used for escalations or Change Manager approvals for the request.
Advanced Action—If your BMC FootPrints Service Core has the BMC FootPrints Asset Core integration enabled, you can, at this time, associate an Advanced Action with this template. From the Asset Information tab of the template, select an action from the drop-down menu on the BMC FootPrints Asset Core bar, and then click Apply. When a Service Request/Issue is initiated that has an associated Advanced Action, and that action is designated as Requires Workflow, the same workflow used for manually selected Requires Workflow Advanced Actions goes into effect. When a Service Request/Issue is initiated that has an associated Advanced Action, and that action is not designated as Requires Workflow, the deployment is initiated immediately upon request, following the same workflow that occurs when an agent manually selects an Advanced Action that does not require pre-approval. The Advanced Actions function in the template only works if Automatically link CIs to Issues is enabled on the Administration | Workspace | Configuration Manager and Service Catalog options page.
Link CIs to Issues- This will only work if the Workspace has the option "Automatically link CIs to 'Issues'" set to "Enabled" on the Administration | Workspace | Configuration Management and Service Catalog Options page. We will need to handle the case where this option is not enabled, if it is enabled and fails to find a Device for the customer, or if a Device is later associated with the Issue.
When you have completed the information on the page, click the SAVE button. The Service Request Templates page is redisplayed with the new template listed in the Templates field.
Create Subtask Templates
To create subtask templates:
Select a Master Template from the Templates field. A Subtasks list and controls are displayed.
Click the Create button. A Template Name field is displayed.
Enter a name for the subtask in the Template Name field and then click the GO button. If a password is requested, enter your password and then click the GO button. A template page is displayed. Click the GO button. The template page is displayed. The template page is an Issue page. Enter the information that you want to pre-populate the Issue that is created when a service request is made. For example, you may wish to enter a specific title for all requests of this type. That title could then be used for escalations or Change Manager approvals for the request.
When you have completed the information on the page, click the SAVE button. The Service Request Templates page is redisplayed. To see the new subtask, click the Master Template in the Templates field with which the new subtask is associated. The Subtasks field will be displayed.
Edit a Template
To edit a template, click the template name in the Templates list, then click the Edit button. If you want to edit a Subtask template, click the appropriate Master Template first, then click on the subtask in the Subtasks field, and then click the Edit button next to the Subtasks field.
Delete a Template
To delete a template, click the template name in the Templates list, then click the Delete button. A pop-up window will request that you confirm the deletion. Click GO in the pop-up and the deletion will be complete. If you want to delete a Subtask template, click the appropriate Master Template first, then click on the subtask in the Subtasks field, and then click the Delete button next to the Subtasks field. Again, you will have to confirm the deletion.
Sequence Subtasks
To specify subtask sequencing:
Highlight the appropriate Master Template in the Templates field. The Subtasks will be displayed.
Click the Sequence button. A password may be requested of you. Enter your password and click the GO button. The Sequencing page is displayed.
Click the checkbox to enable sequencing.
Use the drop-down boxes next to the subtask template names to set the order. You can specify more than one subtask with the same number. If you do so, then either of the equivalent subtasks can be closed ahead of the other, but any subtasks that have been set to higher numbers must still wait until the subtasks with equivalent numbers have been closed. For example, you could have the first two subtasks set to "1", which means either can be closed first, but both must be closed before the subtask set to "2" can be edited or closed.
When you have specified the order for all of the subtasks, click the SAVE button. The sequence is saved and will be enforced by BMC FootPrints Service Core.