Incident Templates

[170530]

I am creating an incident templates for password resets.   The Service Desk team I manage has about 20% or more of their calls as password resets.   I am new to the system, so don't flame me.   I need all of the fields filled in, but the affected user, location and the ones that are dictated when one of my analysts open an incident ticket.   Everytime I open a new incident fill in the affected user and location and apply template it never fills in all the fields I put in the template such as work notes, comments, close code and close notes.   Is there a specific order the fields have to be in for the template?   I have even created the ticket and then save as template with same issue.   What am I missing here?   Thanks

[carleen]

Thanks for providing the screenshots.   The template in your screenshot is attempting to write to the "Comments and Work notes" field.   That field is a display only field that concatenates values from the Comment and Work Notes journal entries into chronological order.   In order to write to the Comments field and/or Work notes field, you must select them separately in the template (as indicated in the screenshot below).

In your second screenshot, it shows me that you are using the Right click menu to apply the template.   Since the Close code and close notes fields are hidden until after the State is Set to Resolved, the Template is unable to populate those fields with the values from your template.   Things are happening in the following order:

1. Open new form
2. Select Template to apply from menu
3. Template populates fields that are already showing on the form
4. UI Policy shows Close code/Close notes because State changed to Resolved as a result of the Template application

In order to avoid this, you may need to speak with your company's system admin and ask that they create a module as described in my previous post.

Good luck and let me know if this works.

Carleen Greenlee

Senior Architect

[Ptr1000]

Ray,

Don't ignore the order of the template fields.   My suggestion would be to look at all the client sIde scripts that may be executing (eg: any UI Actions )   while the template is being applied.  

Don't think of the template as a single action but a series of changes and other UI actions may kick in during the time the template is executing.   The sequence might be a problem.

If you can step thru each individual change you may find the conflict.

[sdtimb]

Ray - you don't need a template. What you really want is a record producer. I created this simple producer to enable my help desk to quickly record account unlocks. All they need to do is enter the persons name, any comments (optional), and click submit. The producer script sets all of the fields and sets the ticket to resolved.

NOTE: I created the Select Activity field as a Select Box so that I could add additional items to the same Record Producer. Using an IF script you should be able to default the fields based on the selected Activity. I just haven't had a chance to build it out yet.

Script for the producer...this will set all of your fields. You will need to update the variable names if you decide to create your own. You will need to use the sys_id or 'Value' for some of the fields (i.e. assignment_group & state).

current.caller_id = producer.requester_name;

current.contact_type = 'phone';

current.category = "Administration";

current.u_business_service = '047e1834874834006cfe92de59434ase';

current.subcategory = 'Locked%20Out';

current.assignment_group = 'ef15def50a0a3d2800fede15as4d54dd';

current.assigned_to = gs.getUserID();

current.state = '6';

current.short_description = "Unlock LAN Account";

current.close_code = "Solved (Permanently)";

current.close_notes = "Unlocked the users LAN Account";

current.priority = calculatePriority(current.impact, current.urgency);