CCS SERVICE REQUEST 5.0

Configuration and Administration Manual

Crow Canyon Systems, Inc.

http://www.crowcanyon.com

support@crowcanyon.com

Templates

CCS Service Request features an “auto-fill” function that allows preconfigured templates to populate the Description field on a ticket. These templates can contain text, hyperlinks, or attachments. This feature is very useful for giving the user clear indications on what information needs to be included when creating a ticket.

The Templates can be set up universally (so that every Ticket offers this Template as a choice) or they can be set up to automatically populate the Description based on Category and Type field. That way, for every request of certain Category and/or Type, the user is given an outline and instructions on what needs to be filled in. This could apply to a request for equipment, new hire, or special access, for example.

To create a template from the Outlook menu: when in the Templates folder, go to Actions/ New Template Form.

Give the Template a name in the Template Name box. Fill in any text in the open area. This can contact Rich Text (such as colors and bolding and hyperlinks). Also, attachments can be added.

To make the Template available to users when they create a new Ticket, check “Template in Use” on the Usage side (right-hand pane).

There are now two options in how the Template is used:

1) “Display in Template list on Ticket” – this gives every new Ticket the drop-list of Templates. When a Template is selected, whatever text or attachments that are in the Template are added to the Ticket.

2) Category and Type – this setting makes it so that the Template is automatically added to the Ticket when the user selects a particular Category and Type (or just a Category, if the Type on the Template form is left blank). The Template form uses the same Category and Type as the Tickets.

Set the Usage to how you want the Template to behave. Save the Template with File/Save, then File/Move to folder (choose Templates folder). In Outlook 2007, you use the Office Button in the upper left to Save, then use the Office Button again to access Move/Other Folder (choose Templates folder).