Interactive User InterfaceTo design Custom Service Requests and templates in the Interactive interface, open the Backstage menu, and select the Design tab.
Workbench User InterfaceTo design Custom Service Requests & Templates in the Workbench interface, select the Setup/Administration tile, and then select the Design Tab.
Pages in the Section
|Custom Forms (previously called 'Custom Object Designer')|
What? The benefit of custom objects is that they contain information that is precisely tailored to your needs. When you design custom objects, you are creating templates for these objects, and specifying how they will be used and behave in the future – what data they will contain, and how it will be organized and presented
Why? Every enterprise has different processes and procedures. Object Designer allows enterprise to customize objects like requests or assets to collect important and relevant information to build their workflows and projects while building a robust content management system
What? The Project Designer allows you to create predefined project templates that can be used and reused to manage multi-task activities, such as setting up and provisioning new employees, change requests like upgrading servers, and more.
Why? In a service-oriented environment like the IT service desk, tasks are often comprised of sub-tasks, and may be both independent of each other as well as interdependent on one another.
For example, two tasks may be performed by different people at different times, but one task relies on output of another task. Templates can (and should) be used for many non IT business processes, like employee recruitment, performance reviews, marketing initiatives, and more.
|Templates (previously called 'Quick Request Templates')|
What? The Quick Request Template allows you to create service request templates with pre-defined settings
Why? Quick requests can be used for commonly used request types and allow you to input workflow settings for quicker handling of requests
|Canned Responses (previously called 'Memo Templates')|
What? Canned Responses allows you to create standard memos that your support reps can add quickly to a service request.
Why? Saves time by allowing you to insert commonly used phrases instead of typing it.