Service request templates

A service request template contains predefined data that you can insert in common, high-volume service request records. Applying templates can significantly reduce the amount of time needed to create service requests.

If you select and apply a template to a service request record, it overwrites existing data in the record. If there is data in a Service Request field but no data in the corresponding field on the template, the template does not delete the existing data. You can modify the applied information until the service request is in a resolved or closed status.