Template
The Template module enables administrators to create predefined templates for modules such as Ticket, Request, Change, Release, and Risk. These templates help standardize recurring issues by pre-configuring key fields like subject, impacted services, service classification, priority, etc.
Templates can be linked to specific teams, support levels, or assigned technicians.
What do you see on the screen
It displays all templates in a card/ grid layout, each showing the template name, description, and tags like module type (e.g., Ticket, Request), status, and priority.
On the left panel, you can filter templates by category—Ticket, Change, Request, Release, or Risk. Search and filter options can refine results using simple conditions based on fields like title, risk, or priority.
For the section below, please create documentation on how to create templates.
Action Icons
Each template module includes action icons that allow you to perform specific operations. In Card View, click the three-dot menu on a template to display and access these actions.
Action Icons | Basic Details
Label
Action
Description / Example
Edit
Click to open the template in edit mode
Modify existing details or update configurations as needed.
Clone
Click to duplicate
Create an identical copy of the template, which can be modified without affecting the original.
Delete
Click to remove
Permanently delete the selected template from the system.
Template Categories
The Template module allows administrators to create predefined configurations for different ITSM and operational modules.
The following template categories are available in the Template module:
Template Categories | Basic Details
Ticket
Used to create predefined Incident or Ticket configurations with default values such as subject, priority, assignment details, impact, urgency, and related services.
Change
Used to create standardized Change configurations, including change details, planning information, task configuration, risk details, and approval settings.
Request
Used to create predefined service request configurations for different request types such as provisioning, onboarding, purchase, and security requests.
Release
Used to configure Release templates with predefined release details, task dependencies, restriction rules, workflows, and execution plans.
Risk
Used to create predefined risk assessment configurations with risk-related details, classifications, impact, mitigation plans, and ownership information.
Health
Used to configure predefined health monitoring templates for tracking operational or service health-related activities and alerts.
Form Template
Used to create reusable form structures with configurable fields that can be used across request workflows and operational processes.
Request Template Types | Basic Details
The Request template category supports multiple request types to standardize workflows across different service requests.
Provision Request
Used to create templates for provisioning-related activities such as user access, software allocation, device setup, or infrastructure provisioning.
Purchase
Used to create templates for procurement and purchase-related requests, including hardware, software, licenses, or service acquisitions.
Request
Used to configure general service request templates for standard operational or business service requests.
Request for Information
Used to create templates for information-related requests where users require clarification, details, or operational information from support teams.
Security
Used to create templates for security-related requests such as access permissions, security approvals, compliance activities, or security validations.
Onboarding
Used to standardize employee onboarding processes, including account creation, asset allocation, access provisioning, and task assignments.
Offboarding
Used to standardize employee exit processes, including access revocation, asset recovery, task closure, and compliance activities.
Service Order
Used to create templates for predefined service delivery or service fulfillment activities requested by users or departments.
Add Template
To create a new template, click the + Add Template button at the top-right corner of the screen.
Each template allows you to predefine values such as title, description, priority, impact, service classification, assignee, tags, and more.
To understand how to fill in each field, refer to the respective module's documentation for detailed instructions on adding the required information.
Add Risk Template
Add Template | Basic Details
Label
Action
Description / Example
Template Title*
Enter a title for the template.
Name of the risk template. Example: Network Upgrade Risk Template
Template Description
Enter a description of the template.
Brief explanation of the purpose of the template. Example: Used for assessing risks in major network upgrades.
Add (button)
Click Add to insert risk questions.
Opens the Add Questions pop-up, where assessment criteria can be defined.
Once the Title and Description are added, click Add to define the questions that make up the Risk Template.
Add Questions | Basic Details
Label
Action
Description / Example
Question*
Enter the assessment question.
The risk-related query. Example: Does the change impact production systems?
Weight (Range: 1–5)*
Assign a weight to the question.
Defines the importance of the question in risk calculation. Higher = more impact.
Example: 5 (critical question).
Option Name
Enter option choices.
Possible answers to the question.
Example: Yes, No, Partially.
Option Value
Select a criticality level for each option (dropdown).
Defines risk level for the chosen option. Options: Critical, High, Medium, Low.
Add (button)
Add more questions.
Use this to build multiple questions in the same template.
Once added, click on Save to continue.
Once the questions are added, you can Submit to save the template.
When a change template is linked with a risk template, any change created using that change template will automatically have the associated risk template applied.
Add Task
The Task tab is available as the third and final step when adding a new Template. This section enables users to predefine the tasks associated with a particular change request.
Click on + New Task to add a task involved in the service. A task configuration panel will appear with the following fields:
Title: Enter a name that clearly defines the task.
Description: Add detailed instructions or information regarding the task.
Type: Choose the type of task from the dropdown (e.g., Default, Checklist).
Status: Set the initial status of the task (e.g., To Do, In Progress, Done).
Priority: Define the task's urgency (e.g., Low, Medium, Critical).
Due In Date: Specify how many days after the change initiation this task is due.
Actual Start Date & End Date: (Optional) Fill these if the task already has expected start/end timelines.
Team: Select the team responsible for executing the task.
Assignee: Choose the individual who will carry out the task.
Once filled, click on Submit to save the configurations.
Dependent Task
It allows you to define task relationships within a request/ release workflow. By configuring parent-child dependencies, you can control the order in which tasks are executed and ensure that no child task progresses until its parent task is completed. It offers:
Standalone tasks – A task without dependencies that can be executed immediately.
Parent-Child relationship – A child task is only triggered when its parent task is marked as Closed.
Multi-level dependencies – Supports nested hierarchies (e.g., Task A → Task B → Task C).
Sequential execution – Ensures child tasks are created only after their dependencies are met.
Validation – Prevents triggering of child tasks when dependent tasks are still pending.
Configuring Dependent Tasks
When creating or editing a template:
Navigate to General Settings > Template > Request/ Release.
Add or edit a task
In the Dependent Tasks section:
Select an existing task to act as the parent.
Leave blank if the task is standalone.
Save the template.
Once configured, the dependency hierarchy is applied automatically whenever the request/ release workflow is triggered.
Add Restriction Rule
The Restriction Rule Configuration tab is the third step when creating a Release Template. This feature allows administrators to define control rules restricting a release's transition through various stages based on specific task conditions.
These rules ensure releases move forward only if pre-defined task conditions are met.
Navigate to the Restriction Rule Configuration tab.
Click + Add Condition to define a rule.
Use the condition builder to set up the logic for restriction.
Each condition is based on:
Release Status (e.g., New, Planning, Pending)
Task Name (e.g., Task A, Task B)
Task Status (e.g., To Do, Ongoing, Done)
If the release status is "Planning", you may want to ensure that "Task A" is marked as "Done" before the release can progress.
This rule can be configured using the following condition:
Label
Action
Description / Example
Allow
Select from the drop-down
Defines the release attribute (e.g., status) that needs to be controlled. This is the primary field whose transition will be conditionally restricted.
Example: Select “Status” to control transitions between release statuses.
In
Enter one or more values
Specifies the actual values of the selected attribute that the rule will govern. These are the values that are subject to the conditional restriction.
Example: “Planning”, “Pending”, “New”.
Only If
Enter task name(s)
Identifies the specific task(s) whose status will determine whether the action (like status transition) is allowed. This links the restriction to task progress.
Example: “Task A”, “Testing Task”.
Is in
Enter task status(es)
Specifies the allowed status(es) of the identified task(s) which must be true to permit the action defined in “Allow”. This helps enforce process completeness before advancing the release.
Example: “Done”, “On Going”.
Close Task
The Close Task option is used to mark a task as completed. To ensure proper documentation, a mandatory Closure Note must be entered before closing the task. This note is then stored in the system and made visible in key sections for reference.
The closure note requirement applies not only to Tasks but also to other modules, including:
Tickets
Requests
Problems
Changes
Releases
A text area appears when closing a task, requiring the assignee to enter closure details. The task cannot be closed without providing this note.
Once saved, the closure note is automatically displayed in:
Recent Activities section
Communication page of the related record
If a closed task is edited, the closure note field is shown along with the previously entered note for reference.
Request Type: Onboarding
This feature enables automated task generation when a predefined request template is selected during onboarding.
Allows administrators to define pre-configured rules that trigger multiple tasks automatically based on specific employee types or roles. It restructures the onboarding process by ensuring that all necessary actions (e.g., issuing a laptop, creating user credentials, assigning software access) are handled via system-generated tasks.
This feature is primarily used for automating tasks tied to employee onboarding or similar HR-driven processes. The platform creates specific tasks automatically based on the employee type, role, or department.
How it Works
Navigate and click on Add Template. Now select the Request Template from the available template categories.
Enter the following configuration details:
Template Name: Provide a name that defines the template's purpose (e.g., "New Employee Onboarding").
Request Type: Choose the type, such as Onboarding.
Impacted Services: Select the relevant impacted services from the drop-down menu.
Description: Briefly describe the purpose of the template.
Under Employee Information Form Template, configure the fields:
Drag and drop to move elements from the Available Fields panel to the Selected Fields area to define the information to be captured during onboarding.
Optionally, freeze specific columns that should always remain visible.
Configure Form: This section allows admins to customize the layout and behavior of the form. Fields can be marked as mandatory, reordered, renamed, or grouped to align with internal processes.
Preview Form: Preview the configured form before publishing to validate its layout and ensure all required inputs are included. The preview shows how end-users view and interact with the onboarding request.
Task Creation Based on Rules:
Admins can define rules linked to employee parameters such as role, department, or level.
Each rule can trigger a specific set of onboarding tasks.
When the request is submitted using this template:
The system evaluates the configured rules.
It auto-generates predefined tasks based on the selected employee profile.
Tasks are assigned to the relevant teams or users responsible for completing the onboarding steps.
Add Form Template
Form Template allows you to create reusable forms by adding custom fields based on your business requirements. These templates can be used while adding a Task, helping users capture additional information in a structured format.
Use Form Templates when different task types require specific input fields such as Email, Number, Date, Dropdown, Checkbox, Text Area, or other custom data fields.
Navigate to Template.
Click Add.
Select Form Template.
Enter the Template Name.
Click Add Custom Field to create required fields.
Drag the created fields from Available Fields to Selected Fields.
Arrange the fields as required.
Click Submit.
The template will be created and available for use while adding a Task.
Add Template | Form Template
Template Name*
Enter text
Specify a unique name for the template. Example: Employee Onboarding Form
Add Custom Field
Click to add
Opens the custom field configuration panel to create a new field.
Available Fields
Drag and drop
Displays all created custom fields available to use in the template.
Selected Fields
Drag and drop
Move required fields here to include them in the template form.
Edit Icon
Click to modify
Edit the selected custom field properties.
Delete Icon
Click to remove
Removes the field from Selected Fields and moves it back to Available Fields.
Add Custom Field | Form Template
Clicking Add Custom Field opens the field creation panel, where you can define the field type and configuration.
Field Type*
Select from the drop-down
Choose the type of field to create. Example: Email, Text, Number, Date, Dropdown
Label*
Enter text
Enter the field name shown in the form. Example: Employee Email
Placeholder
Enter text
Add helper text inside the field. Example: Enter your email
Mandatory
Enable / Disable toggle
Mark the field as required when filling out the form.
Validation Rules
Configure
Define input validation, such as Regex or allowed values.
Error Text
Enter text
Message shown when invalid data is entered. Example: Please enter a valid email
Click Submit to save the custom field and add it to Available Fields.
Custom Configuration
The Custom Configuration section allows administrators to configure custom forms for templates by selecting predefined fields, arranging required fields, and adding custom fields based on business requirements.
Once the custom configuration is created, it can be assigned to a template. When users create or work on a request using that template, the configured fields are displayed in the request form, allowing them to capture the required information, validate inputs against configured rules, and ensure all mandatory details are completed before submitting the request.
To configure a custom form for the template:
Navigate to the Custom Configuration tab while creating or editing a template.
Select the Enable Custom Form toggle.
Drag and drop fields from the Available Fields section to the Selected Fields section based on the requirement.
Use the Add Custom Field option to create additional fields if required.
Configure the required field details and validations.
Select Next to proceed to the next configuration step.
Add Custom Field
The Add Custom Field option allows administrators to create additional fields that are not available in the predefined field list.
To add a custom field:
Navigate to the Custom Configuration tab.
Select Add Custom Field.
Configure the required field details.
Select Submit to add the custom field to the template form.
Add Custom Field | Field Details
Field Type
Select from the drop-down
Defines the type of custom field to be created. Available options include Text, Email, Phone Number, Checkbox, etc.
Label
Enter the field label
Specifies the display name of the custom field in the form.Example: Employee ID, Work Location, or Contact Number.
Placeholder
Enter placeholder text
Displays sample text inside the field before user input. Example: Enter Employee ID.
Mandatory
Enable the toggle
Marks the field as mandatory. Users must provide a value before submitting the form.
Validation Rules
Configure validation details
Allows administrators to define input validation using Regex patterns to control the accepted format for field values.
Regex
Enter validation pattern
Defines the validation pattern for user input.
Error Text
Enter validation message
Displays a custom validation message when the entered value does not match the configured validation rule.
Once added, click Submit to save the custom field configuration and add the field to the custom form template.
After selecting and arranging the required fields in the Selected Fields section, users can validate and customize the custom form layout using the available configuration options.
The following actions are available in the Custom Configuration section:
Preview Form
Select Preview Form
Opens a preview window displaying the configured custom form with all selected fields arranged in the configured layout. Users can verify field labels, placeholders, mandatory field indicators, dropdown values, and overall form structure before saving the template configuration.
Configure Form
Select Configure Form
Opens the Configure Form window to define the form name and organize the selected fields into the required layout structure. Users can rearrange fields, group related sections, and customize the overall form presentation based on operational or business requirements before saving the configuration.
Once the form preview and configuration are complete, select Save to apply the custom configuration to the template.
Using Custom Forms in Request Submission
Custom forms configured in the Custom Configuration section can be used when creating a Request in the Self-Service Portal. Configured fields are displayed as structured form sections where users can manually add records or import data using CSV files.
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