We would like to have the ability to create Incident Templates and have the requesters be able to view the templates we create for submission.
As of right now, only agents can create and use Incident templates, we would like to see these templates available for use for our requesters, but we would also like to be able to control what fields the requester can see or modify. For example, an agent can create a ticket template for “Phone System Issues”, these tickets could be 100% Single User impact, but the Urgency may differ. The Requester logs in to the FreshService system, selects the template “Phone System Issues” and completes the form to submit to IT Support.
In this example case, we would like to show an un-editable Impact field (because this is always impacting the user), and a editable Urgency field and hide the priority field from the requester outright. The priority should continue to pull in from the Priority Matrix and IT works the request. Other Form Fields would have the same three controls available to agent as well: Mandatory - to force the requester to fill in the field in order to submit the request, Show to Requester - the requester has read-only acces to the field on the form, and Editable by Requester - meaning they have the ability to change the value on the template but aren’t forced to if it isn’t mandatory.
This alleviates the burden of us having to manually change each incident request to the appropriate template. Admins can create the template once and not have to assign it to each individual ticket, users can use the template form to change values that agents allow/that they need (for example noting that an issue occurs through a whole department or the whole company, thus higher impact), and Automations and Business can run on Incident creation instead of once the ticket is manually updated by the agent.. This would allow for data integrity by not relying on human interaction for each incident.
