How to Customize a Template
Templates in a sealed management pack in System Center 2012 – Service Manager cannot be changed. In this example, you will create a copy of the Default Service Request Template and save the copy in an unsealed management pack. You will then start a Create Template Wizard for the copy you made.
To customize a template
In the Service Manager console, click Library.
In the Library pane, expand Library, and then click Templates.
In the Templates pane, click Default Service Request.
In the Tasks pane, under Default Service Request, click Create a Copy.
In the Select management pack dialog box, accept the default management pack, Service Manager Service Request Configuration Library, and then click OK.
In the Templates pane, click Copy of Default.
In the Tasks pane, under Copy of Default Service Request, click Properties.
In the Create Template dialog box, in the Name field, type a new name for this template, and then click OK.
Finish the steps in the Service Request Template Wizard to customize this template for your needs, and when you are finished, click OK.