Adding Service Template

Go to Admin>>Service Catalog, select a service category, and click Add Service.

Enter the template name, description, and fill out the displayed fields.

Besides the default fields, you can add available and custom fields to the template.

Adding Available Fields

Under AvailableFields, select a field and drag it to the canvas.

Click the Edit icon, enter the field properties, and click Save.

When you mandate Item, Category and Subcategory will be mandated as well. Also, when you mandate ImpactDetails, Impact will be automatically mandated.

Adding New Fields

Click New Field in the left pane and drag a field type to the canvas.
Enter the field name and description.
You can mark fields of some types as personally identifiable information.
You can also encrypt certain fields that hold confidential information about the user or the organization.
Choose whether the field must be configured for all service categories.
Set other field properties such as default value and character length and click Save.

Sample additional field

Additional fields you add in a template will appear in all templates and in the same name. You can edit or delete them in Admin>>Helpdesk Customizer>>Service Catalog - Additional Fields or Incident - Additional Fields if the field is common to both service and incident templates.

Pick from the following 6 field styles, per your requirement.

Field Style	Description	Example
Single line	A simple, short phrase, such as a name or seating location.	Name
Pick list (You can always interchange them by editing the template)	A list of items, such as available devices or hardware.	List of available asset types
Multi line	To describe an issue or to add comments.	Comments
Numeric	For numbers.	1111
Date/Time	To specify time and date in a defined format such as May 1, 2019.	May 1, 2016
Decimal	To specify a cost or a ratio.	21.11(Cost in Dollars)

Editing Fields

Hover over the field, click Edit icon, and modify the properties.

Removing Fields

Use the Delete icon beside the field. Deleted fields will be listed under Available Fields in the left pane.

You cannot delete Requester Details, Subject, Description, and Status.

Designing Field Layout

Use sections to group fields.

Click New Field, select a section type, and drag it to the canvas.

Click Edit icon beside the section, enter a name, and provide help message.

Add relevant fields into the section.

Drag and place the template fields as required.

Adding Resource Information

Click AddResource and provide a title and description.

Click NewQuestion and select the question as yes/no type, drop-down, check box, or plain text.

Enable the Cost field to specify individual costs for the answer choices.

Select whether the field contains personally identifiable information to remove the data from the system when a user is deleted.

Enter the question manually. If the question takes the existing products as answer choices, you have to just select the product from the drop-down and then edit its price.

After adding all your questions, click Save.

Enabling Cost for Template

Specify the overall cost of the service. The service cost information will be displayed in the top of the request to help Approvers quickly decide on the approvals.

Enable Cost Details and specify the exact services and their costs.

Associating Support Groups to Template

You can restrict the template to be used by select support group technicians.

Select support groups from the Available Support Groups and move them to the Selected Support Groups.

Extending the Template Usage to Requesters

To allow the requesters to use a template, click Show to Requester at the bottom of the form. Once you enable it, available user groups will be displayed (if you've configured them), from which you can select the groups to use the template.

Edit individual fields and choose whether requesters can view and/or edit those fields.

Only the fields selected for the requester to set will be displayed in the requester template.

Fields selected for the requester to view will be displayed only in the request details page.

Configuring the Template for Requesters

Click Requesters, add the default fields to the template, and fill them out.

Click Save and Configure Workflow.

Sample template

Workflow

Under this tab, you can configure approval and task trigger settings. You can also add, organize, and delete tasks and configure task dependencies.

Configuring Approvals and SLA

Select the roles or individual users to approve the request in different stages, conditions as to who must approve the request and when to send approval notifications, and the like.

Setting Task Trigger

You can set the tasks to be automatically triggered when a request is either created or approved.

Otherwise, you can set the tasks to be manually triggered.

Adding Tasks

Click New, select a template, fill out the task details, and click Save as shown in the screenshot below.

Template Action

Integrate Desktop Central with ServiceDesk Plus to perform actions such as installing and uninstalling software, executing scripts, etc. This functionality is attainable only when Desktop Central 7.0 and above is integrated with ServiceDesk Plus. Refer Desktop Central Integration to learn more.

Field and Form Rules

You can further define actions to be executed on a request under selective conditions by using field and form rules. Learn more about configuring field and form rules here.

You have different previews for technicians and requesters.

Home Page Actions

Click a template to edit its fields, approval configurations, tasks, task trigger settings, and field and form rules.

If you delete a template that's currently used by a request, the template will be greyed out indicating no further usage. To revert the template's usage, click the template and disable Template not for further usage at the upper-right corner of the details page.

Use the Reorder button to organize templates (incident templates will also be listed) and their categories. Either drag a template to a select location or enter the position in the order.