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 Task
The Task tab is available as the third and final step when adding a new Change 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 change. 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.
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”.
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?