Copying a Service Request does not use the same template

Ingrid_Glatz

We have a simple offering based on the Service Request class that allows a user to create an SR. There's no activity in the template. You can change the status or cancel the request.

When somebody takes an existing SR bassed on this template and uses the "Copy to new" feature in the tasks list, the new SR now contains a review and a manual activity. Because the RA is empty, this SR would never continue. I thought, when copying an SR, it would be based on the same template.

How can I make sure that the Copy feature uses the same template as the original SR? Can I edit which template is used when copying the SR? It's annoying to keep an eye on such copied SRs to skip the review activities or try to tell the users not to use the copy feature.

Thanks.

Ingrid

Joe_Burrows

Hi Ingrid
The copy to new will apply the default Service Request template, you would need to change this to a template with no activities if you didnt want these activities from default added.

To change you will first need to determine the name of the template that you want to use.  The name is different than the GUID or display name of a template.  The name is the internal name that is unique for each template in SCSM.  You can determine the name of a template by using PowerShell as follows:

1.       Find the display name of the template that you want to use in the SCSM console (Library\Templates)

2.       Log in to a server that is running the SCSM management server and the Cireson Portal web site.

3.       Start PowerShell

4.       Run this command to load the SMLets PowerShell module:  Import-Module SMLets

5.       Run this command to find the template name:  Get-SCSMObjectTemplate | ?{$_.DisplayName -eq 'the display name of the template'} | Format-Table Name, DisplayName

6.       Copy the value from the Name column

You can change the setting in the SettingsItem of the admin settings updating 'DefaultServiceRequestTemplate'

Hope that helps!

Regards

Joe

Peter_Settle

Where are you performing this Copy task, as I always use SCSM \ library \ Templates.

Select the template you wish to copy and then right click and select Duplicate.

This always provided an identical duplicate of the original template.

Ingrid_Glatz

Hi Peter,

I do not want to copy the template, but the Service Request. When I work in the portal in the Teamwork folder, I open a Service Request. On the right Hand side under Tasks, there's "Copy to new". This creates a new Service Request, but not with the same template. That's my issue.

Joe_Burrows

Hi Ingrid
The copy to new will apply the default Service Request template, you would need to change this to a template with no activities if you didnt want these activities from default added.

To change you will first need to determine the name of the template that you want to use.  The name is different than the GUID or display name of a template.  The name is the internal name that is unique for each template in SCSM.  You can determine the name of a template by using PowerShell as follows:

1.       Find the display name of the template that you want to use in the SCSM console (Library\Templates)

2.       Log in to a server that is running the SCSM management server and the Cireson Portal web site.

3.       Start PowerShell

4.       Run this command to load the SMLets PowerShell module:  Import-Module SMLets

5.       Run this command to find the template name:  Get-SCSMObjectTemplate | ?{$_.DisplayName -eq 'the display name of the template'} | Format-Table Name, DisplayName

6.       Copy the value from the Name column

You can change the setting in the SettingsItem of the admin settings updating 'DefaultServiceRequestTemplate'

Hope that helps!

Regards

Joe