Configuring ticket templates for Self Service Center

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Ticket templates can be used in the Self Service Center to allow users to quickly create a new request.

Checking the Self Service Access check box makes this ticket template available to users in the Self Service Center. When the box is checked, a new section for the Self Service Center becomes visible allowing additional configuration. The additional parameters control the following:

  • Service Desk Template - This field specifies which path to use for the ticket template. If the box is checked, users can navigate to this Ticket Template using the Help Me Fix an Issue link on the Self Service Center navigator. If the box is not checked, users can navigate to this Ticket Template using the Request a New Service link. Similar configuration can also be configured on Service Catalog Offerings.
  • Frequent Request - When this box is checked, this Ticket Template appears in the System Wide Frequent Requests folder in the Self Service Center for all users.
  • Show Attachments - When this box is checked, the user sees the option to add an attachment to the new Service Request. If the box is not checked, the user does not have the option to specify an attachment.
  • Show Assets - When this box is checked, the user can associate an affected asset to the Service Request. If the box is not checked, the user is not able to specify an affected asset.

In addition, an image can be attached to the ticket template using the Add/Modify Image action. The image is shown in the Self Service Center Navigator as the user is browsing the list of Offerings and Ticket Templates and can be used to provide visual information to an end user. If no image is specified, a default image is used.