Link a template to an incident form

[ashep99]

Ok, this is driving me mental as I know it can be done I just don't know how it is done. We have a production service which is doing this feature exactly as describe but I cannot recreate it in a test environment to document it.

So here is the scenario, I have a template field in the incident form which says template. It references the sys_template table so I can select a template and auto fills in various fields, we use this in production to quickly log repetitive tickets eg password reset tickets. All we need to do is fill in the affect user and find the right template and boom all the field get filled in.

Here are some screen shots to try and illustrate how I have got it at the moment but it doesn't fill in any of the field shown in the template. It is referencing the right table and I can select the right 'testing' template, it just doesn't fill in the corresponding fields in the incident form from the template

[ashep99]

I apologies to both Sanjay and Chuck, the template bar does work. I didn't see the bar down the bottom and it does do what I want. HOWEVER, 100% in my production environment I have a field called Template which references the sys_template table and my agents can select the template and all the fields change. Any answers how this can be done?

thanks

Andrew

[Chuck Tomasi]

Hi Andrew,

As noted before, that's not how the Template field works on a form nor how templates are implemented in the system. I cannot think of a clean way to make the Template field update the other fields on the form without a lot of scripting (and even then I don't have a idea in my head how to make that happen if it were possible.) Perhaps someone else may have a creative idea, but in the mean time, I would recommend training your agents on the proper use of the Template bar and choosing templates from there (and removing the template field from the forms) rather than customizing the system to behave in the way you think it ought to.

[ashep99]

I can create a template field in my incident form and reference the template field but it just doesn't change the fields

[Chuck Tomasi]

As noted earlier, that's not how the template field works. It merely stores the value of the template that was used from the template bar (or URL).

Again, I recommend showing the user show to use the template bar to select which template to apply. It involves no additional customization or coding - completely OOB and supported.

[ashep99]

Fair point. Ok, thankyou gents for your time.

Andrew