It contains the parameters that need to be applied on the Store Capable Item. It includes SLAs, workflows, teams which need to work on the store item, visibility of the item to users, and organization units. This is provided through a hierarchy of templates so that users belonging to different organization units can be served with different workflows.For common requests, the requester will be matched against the first template containing the requester details.
Requests provide a way to differentiate store items between users. Consider a scenario where John and Peter are members of the same Finance organization unit. John has been assigned a template while Peter has not been assigned a template. In this scenario, only John can view the item in the store.Consider a scenario where John is a member of the Finance organization unit and Peter a member of the Marketing unit. Both can view the store items and request for them, but their requests will be handled differently because the templates to which they belong are different -which means the associated parameters such as workflows and SLAs are different.Consider an another scenario where John is a member of the Finance organization unit but is also assigned visibility in the Strategy team template. When John requests for the store item, Service Desk will match the first template against which his name is displayed in the hierarchy and his claim will be processed accordingly. This allows for flexibility in treating requests.
You can perform the following in the Store Template page:
To create a store template:
Choose Store Setup and click Store Templates .
Click New and specify the following store templates details:
Details
Name: Name for the store template.
Default SLA: The SLA assigned to the service request when a store item is requested. This is applied if the Item, Customer, or Organizational unit does not have a valid maintenance contract. The Default SLA selected determines the Workflow options displayed at Default Workflow.
Default Workflow: The Workflow list is displayed based on the default SLA selected. Select the default Workflow to assign to the service request created for a store item. For more information about Workflows, see Workflows.
Impact: The proposed impact the request has to a Customer or Organizational Unit. (This option is only visible if the Admin > Setup > Privileges > Request > Request Priority is set to Derived. )
Urgency: The proposed urgency to have the request resolved for the Customer or Organizational Unit.(This option is only visible if the Admin > Setup > Privileges > Request > Request Priority is set to Derived.)
Priority: Based on the Impact and Urgency the priority is displayed.If this field is editable, select the Priority that reflects the degree of impact and urgency of the issue. Alternatively, if the Admin > Setup > Privileges > Request > Request Priority is set to Derived . the Priority is displayed based on Impact and Urgency.
Notification:
Customer: If applicable, set the type of notification and define if updates are to be sent to the Customer related to the request, or if all Owners of the Item are to be also updated.
Customer CCs: If applicable, specify the email details of any other customers who must be notified regarding activity related to the request.
Technician: If applicable, set the type of notification, and select if the Technician, Layer or Team is to be notified about the request activity when it is logged into the system.
Technician CCs: If applicable, enter the email details of any other Users who must be notified regarding activity related to the request.
Description: Description for the store template.
Click Save .
To edit a store template:
Choose Store Setup and click Store Templates .
In the Store Templates page, click the required template that you want to edit.
Click Edit and then update the fields.
For fields information, see Creating a Template.
Click Save .
To duplicate a store template:
Choose Store Setup and click Store Templates .
In the Store Templates page, click the required template that you want to edit.
Click Edit and click Duplicate .
For fields information, see Creating a Template.
Click Save .
If the store template is assigned to a store item, then it cannot be deleted.
To delete a store template:
In the Store Templates page, click the required template that you want to delete.
Click Edit and click Delete .
Click OK .