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

Mina_SaidiMina_Saidi Customer IT Monkey ✭

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

Best Answers

Answers

  • Mina_SaidiMina_Saidi Customer IT Monkey ✭

    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

  • Mina_SaidiMina_Saidi Customer IT Monkey ✭

    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.


  • Mina_SaidiMina_Saidi Customer IT Monkey ✭
    Thanks Geoff, appreciate the help.
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