how to remove manual acitivities or how to link a generic SR template to the +NEW bottom bar field

Mina_Saidi

Hi,

When analysts use "Service Request" template via the +NEW option on the bottom bar of the portal to create a new ticket, they are presented with two manual activities on the default service request template. the activities make it tedious for staff to action standard SR requests.

I have tried to remove the manual activities on this template through the console but it doesn't allow me too. I can create a new generic service request template but I have no idea how to link it +New option (hopefully this makes sense).

any ideas on this?

Thanks

Geoff_Ross

Hi @Mina_Saidi

In the Settings of the Cireson Portal you can specify which templeate will be used when Analysts click NEW button. Click on the menu in the top right, then choose Admin Settings. Then at the bottom, you will find Setting Items. In that area, you will see you can set Default Templates for each WorkItem type. You need to provide the internal Name of the template, not the DisplayName, the can be looked up by Powershell or in your Management Pack.

Geoff

Geoff_Ross

Hi,

I'm slightly confused. You cannot edit the Out of the Box template. The best approach is to create a new Template in the SCSM Console and store this in a custom Management Pack.

Then look up the name of your template with the following Powershell

Get-SCSMObjectTemplate -DisplayName <Name of Template in Console> | Select-Object DisplayName, Name

You can read the Name or Internal Name property of your template. Paste this into the DefaultServiceRequestTemplate Setting in the Portal Admin Settings --> Setting Items.

Geoff

Geoff_Ross

Mina,

I understand now. No, you do not need to re import it and I would recommend never re-importing unless you understand what you re doing as you could break things.

Sounds like you're all set!

Geoff

Geoff_Ross

Hi @Mina_Saidi

In the Settings of the Cireson Portal you can specify which templeate will be used when Analysts click NEW button. Click on the menu in the top right, then choose Admin Settings. Then at the bottom, you will find Setting Items. In that area, you will see you can set Default Templates for each WorkItem type. You need to provide the internal Name of the template, not the DisplayName, the can be looked up by Powershell or in your Management Pack.

Geoff

Mina_Saidi

Thanks Geoff. That makes sense.

I have exported the management pack, made no changes to it, do I need to import it back in or as I made no changes I don't need to import?

also, I don't know what to look for that will show me the internal name of the template. any keywords to search?

Kind regards

Geoff_Ross

Hi,

I'm slightly confused. You cannot edit the Out of the Box template. The best approach is to create a new Template in the SCSM Console and store this in a custom Management Pack.

Then look up the name of your template with the following Powershell

Get-SCSMObjectTemplate -DisplayName <Name of Template in Console> | Select-Object DisplayName, Name

You can read the Name or Internal Name property of your template. Paste this into the DefaultServiceRequestTemplate Setting in the Portal Admin Settings --> Setting Items.

Geoff

Mina_Saidi

Thanks Geoff.

Yes, so I created a new custom template and stored it in our management pack.

How ever to get the full name I exported the management pack and found the full name. After I exported the management pack I didn't re-import it back in is that OK? im not too sure about management packs.

Geoff_Ross

Mina,

I understand now. No, you do not need to re import it and I would recommend never re-importing unless you understand what you re doing as you could break things.

Sounds like you're all set!

Geoff

Mina_Saidi

Thanks Geoff, appreciate the help.