Create template of incident, request and procedure
5 min
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, make sure to have:
Pre-registered the contract and link it to the service;
Pre-registered the group and link it to the contract;
Pre-registered the unit and link it to the contract;
Access to the Ticket Template functionality;
The portfolio with the service and request and incident activities, being linked to the service contract;
The time of attendance of the request and incident activities defined;
Included the requester in the group linked to the contract, so that it is possible to register and configure the 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".