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Quick Request Templates

Return to Service Design

This section will allow you to view and organize Quick Request Templates created in ServicePRO. Existing Quick Request Templates can also be modified, published or deleted entirely. The Quick Request Template designer allows you to create service request templates with pre-defined settings. Quick requests templates can be used for commonly used request types and allow you to input workflow settings for quicker handling of requests.

For example, if incoming sales calls is being logged, a quick request template can be used with a predefined settings such as queue (sales queue), priority (critical) and request type (sales).

Accessing Quick Request Templates

Quick Request Templates are created to pre-set workflow settings on commonly logged tasks or events.
  1. From the ServicePRO Workbench, select the Setup/Administration tile.
  2. At the top of the Setup/Administration window, select the Design tab. Click on Quick Requests Templates to access the Quick Request Template List.
    Accessing Quick Request Template from the Setup/Administration window.

    Quick Request Templates Window.

  3. Select New from the ribbon. The Quick Request Template designer appears as shown below.
    Quick Request Template Designer.

  4. The window displays a view similar to a new service request form. The four areas in this window need to be completed – Template Properties, Associations, General Information and Memo.
  5. Under Template properties section - In the Name field, enter a name for quick request template.
  6. Under the Template properties section - From the Status dropdown, select whether it is Published, In Draft, or De-Activated. This determines if the template will be available to use. Select Published to make this template available to support reps to work with. Once published, the Quick Request can be initiated from workbench and also available as selection under the new task group on the Service Request’s ribbon menu.
  7. Under the Template Properties - Enter the Objective for the quick request.
  8. Select the Organizational Units and Teams associated with this Quick Request Template. Only Support Reps belonging to these Teams or having privileges in these Organizational Units will be able to submit this Quick Request.
    For example:
    1. If the ‘Human Resources’ Organizational Unit is selected in associations, users having at least one privilege assigned to any folder in the ‘Human Resources’ Organizational Unit may submit the Quick Request.
    2. If the ‘Managers’ Team is selected in associations, any user belonging to the ‘Managers’ Team may submit the Quick Request.
      Quick Requests may only be made available to End Users through membership of a Team with no privileges assigned. You may also wish to use association to Teams in cases where the users requiring access are in disparate OUs, such as users in all OUs requiring access to a ‘Password Reset’ Quick Request.
  9. Under Request Details – Most request properties can be pre-populated in the General Information, Importance, Schedule and Workflow sections. The example above maintains most default values, but has the following specific values:
    Request Title– summarizes the nature of the request.
    Category – Tracks the category for the request; usually used for reporting purposes.
  10. If applicable, in the Memo field, enter a standard memo that will be added when quick request is created. You may also set the default amount of time worked that will be applied to this request.

Recurrence

If this request should be launched on a scheduled interval, select the Recurrence option to schedule the automatic creation of this request. The Recurrence scheduling window will appear as shown below:

Request Recurrence Scheduler.

  1. Select the occurrence of the Quick Request by selecting the daily, weekly or monthly radio button.
  2. Set the frequency of this Quick Request to occur once at a specified time or at a timed interval.
  3. Specify a date range for which this Quick Request should be launched.
  4. If these settings have been previously configured and need to be removed, click on the Remove Recurrence button to delete the recurrence configuration.

Template List Items and the Ribbon Toolbar

When selecting a Project Template from the Template List pane on the left, additional options are enabled in the Ribbon Toolbar.
  1. The Parent Template folder interface with no Project Template selected.
    Quick Request Templates template list – default appearance.

  2. Selecting Project Template enables additional Ribbon Toolbar options.
    Additional Ribbon Toolbar options.

Ribbon Toolbar

The Ribbon Toolbar gains the following options when selecting a Quick Template:

Quick Request

  • Create Quick Request: Launch a Quick Request with the selected template in the Quick Request Template List pane.

Quick Request Templates

  • New: Create a new Quick Request Template. For more information on adding a template, see Quick Request Template Designer.
  • Edit: Modify the selected template in the Quick Request Template List pane.
  • Change Status: Modify the current status of an existing template. Options for this button will vary depending on the current status of the template selected:
    • Published: Templates that have been added in ServicePRO and are available for use by Privileged users.
    • In Draft: Templates that have been created in ServicePRO but not in use because they are either incomplete, have to be approved before being published etc. Note these templates will not be available to Privileged users until they are published.
    • De-Activated: Templates that are not currently in use can be deactivated. It will remove them from the published list of templates. Note that De-Activated templates can be Re-activated if required.
  • Save As...: Option allows to duplicate or create a new template from an existing template. When creating a new template from an existing, there is a choice on “How to handle notification templates (Alert/Email/Pager/Reminder):” and two options are listed below.
    • Create a new copy of notification templates.

    • Use existing notification templates.

Folders

  • New: Create a new folder in the Template List to place Quick Request Templates into. Folders are used to manage and organize the templates.
  • When an existing folder is selected from the list, the ability to Rename and Delete folders is also available from the Ribbon Toolbar.

    Folders in the Template List enable different Ribbon Toolbar options

Template List Pane

This pane lists all templates that have been previously created. In this pane, templates are in the following groups:
  • Published: Templates that have been added in ServicePRO and are available for use by Privileged users.
  • In Draft: Templates that have been added in ServicePRO but not Published. Note these templates will not be available to Privileged users until they are published.
  • De-Activated: Templates that have been removed from Published or In Draft template list.

Template Details Pane

The Template Details pane will display information pertaining to the selected Quick Request Template.
  • Name: The given name for the project template.
  • Title: The title of the request that will be created.
  • Create Task: When will this request be created.
  • Request Type: If you have selected a custom request type for this request it will be listed here. Otherwise it will be left as a Generic Service Request.
  • Requester: This will be the name of the person creating the request.
  • Status: Indicates status of the request whether In dispatch, In Queue, In Service, or Closed
  • Wait State: Indicates whether this request is to be scheduled, suspended, waiting for a response, or ready to be worked on (ASAP).
  • Urgency: The assigned urgency from the requester.
  • Priority: Requests priority as determined by the dispatcher.
  • Due By: The date on which this request is to be completed.
  • Category: The category this request is assign to for reporting purposes.
  • Description: A brief description of purpose of creating Quick Request template.