How to Create Service Request Templates for New Request Offerings
By default, System Center 2012 – Service Manager includes a number of service request templates that are based on a generic incident template. By viewing the template, you can gain an understanding of the categories of information to collect and convey to end users as they submit requests through the Self-Service Portal. You can use the following procedure to create a new service request template without using the default generic incident request template.
To create a service request template
In the Service Manager console, select Library.
In the Library pane, click Templates, and then in the Tasks lists under Templates, click Create Template.
In the Create Template dialog box, in the Name box, type a name for the template. For example, type Request Membership to Group.
In the Description box, type a description for the template. For example, type This template is used to request membership to a group.
Next to Class, click Browse, select Service Request, and then click OK.
Click OK to close the Create Template dialog box and open the Service Request Template form in template mode.
In the Service Request Template form, in the Title box, type Request membership to Active Directory group.
In the Description box, type a description of the purpose of the form. For example, type This template is used to request membership to an Active Directory group.
In the Urgency list, select Medium, and in the Priority list, select Medium.
In the Source list, select Portal, and then click the Activities tab.
On the Activities tab, click the Add button to open the Select Template dialog box, where you will add an activity.
Select Default Review Activity, and then click OK to close the Select Template dialog box and open the Review Activity Template dialog box.
In the Title box, type a name for the review activity. For example, type Approval for the user Requesting Membership to AD Group.
Click Add to open the Reviewer dialog box and select a user who will approve requests for this service request, and then click OK to close the dialog box.
Click OK to close the Review Activity Template form.
Add another activity, and then select the Default Manual Activity template.
In the Manual Activity Template form, in the Title box, type a title for the manual activity. For example, type Add the requesting user to list of Active Directory groups in the impacted configuration items.
Next to Activity Implementer, select a user who is responsible for the activity, and then click OK to close the Manual Activity Template form.
Click OK to close the Service Request Template form.