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May 12, 2016 at 12:27 PM

ITSM - Service request template

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Hello experts,

I have started with exploring of solution manager itsm possibilities. I would like to define values in Service request template which should be applied to created service request. The main goal is to assign same priority, service team and knowledge articles to same problems, eg. Password reset which I´m trying to do now. I´ve proceeded in accordance with Service request management and service request fulfillment guide (Version 1.0, June 2012).

Firstly, I created Service Request template with a values we would like to apply to all password reset request, I also created and attached knowledge article to this template. Then I assigned this template as well as knowledge article to Password Reset in Categorization Schema. If I use Password Reset Guided Procedure in Service Request part of GUI, description got overwritten from template, but the problem is,that after sending a request, other fields as Service Team, Knowledge Article etc.. are not affected. To make it easier I´m attaching printscreens.

Thank you so much for help.

Attachments

CateSchema.png (93.7 kB)
CreateServReq.png (32.8 kB)