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.
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.
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.
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
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.
Last updated
Was this helpful?