Service Manager provides the functionality for customers to create pre-defined request templates, which can be invoked when logging Incidents or Service Requests. Request Templates can be defined for commonly occurring or repetitive requests, and can be defined and used in Progressive Capture. As Request Templates are specific to either Incidents or Service Requests, the options to manage and use the templates is only available in the Incident and Service Request Progressive Capture flows, not the 'Raise New' generic or other ITIL process specific Progressive Capture flows.
Creating Request Templates
Users with the Service Manager Admin role, will have the rights to be able to create new Request Templates.