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Create a Template from an Existing Request

You can create a request template by editing an existing request ticket and saving it as a template.

Note: See Edit a Request for information about editing existing request tickets.

To create a request template from an existing request

  1. Select Requests, Assigned or Unassigned, and a priority level on the Service Desk Scoreboard.

    The Request List appears.

    Note: Some roles can only access certain ticket types through the Search menu on the Service Desk menu bar.

  2. Select the request you want to use as a template.

    The Request Detail page appears.

  3. Click Edit.

    The Update Request page appears.

  4. (Optional) Edit the fields as appropriate for your template.

    See Request Fields for field definitions.

  5. Select the Template tab and complete the following fields:
    Template Name

    This name appears in the list of available templates.

    Template Class

    (Optional) You can assign a class to the template.

    Quick Template Type

    You can use quick templates to define new requests on the Quick Profile Scratchpad. Select one of the following options:

    • None
    • Quick
    • Review Before Save
    Template Active

    Specifies whether the template is active or inactive in the database.


    Describe the template settings and intended usage. This field can be used as a filter when searching for a template. Wildcard searches are supported.

  6. Click Save.