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:: Version 2.2.0 ::

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Request templates

This feature provides you with the capability to add additional fields for a user request on the user portal in order to better qualify it. For instance, define the number of CPUs, the size of RAM and the type of OS when a user requests a new virtual machine.

Template fields can be of th following types:

  • Date, or Date and Time
  • String (formated with regular expression if needed)
  • Text area
  • CSV list
  • List based on OQL query
  • Duration

A request template is related to a Service Subcategory.

Once defined, the fields defined in the template are automatically displayed on the user portal.


Create request template

From the Service Management menu, click on “Request template”:

The page shows a list of already defined request templates. Click on the button “new” to create a new one:

A request template is identified by its name, the related Service and Service Subcategory.

The label is used on the portal to select a template if several are defined for a given Service Subcategory.

The tab “Fields” is used to define the fields of the template:

Click on “Create a new field” to define a new one:

A field is identified by its code. The label is used to display the field on the portal.

  • The “order” is an integer that defines in which order the fields are displayed on the user portal.
  • “Value OQL or CSV” is used for drop-down lists only to define the list of allowed values for this element. This can be either a comma separated list of values (e.g. “high,medium,low”) or an OQL (e.g. “SELECT Service WHERE org_id = 12”).
  • “Initial value” is used to set an initial value for text or text area fields
  • “Format” allows you to define a regular expression for validating text fields (e.g. “/^[a-zA-Z]$/”)

The tab “Preview” displays a preview of the template as it will be displayed on the user portal:

Behavior on the user Portal

If an end-user selects a Service Subcategory on the user portal which is related to a request template, the specific fields for this template are displayed, prompting to enter the additional information.

This additional information is copied in the Public log when the User Request is created.

It is also possible for a Support Agent to see the extra information in the tab “Extra Data” in the details of the User Request.


No specific configuration is required for this feature.


This feature is available only in the user portal. It is not possible to add additional fields in the standard iTop support agent interface.

2_2_0/products/professional/admin_templates.txt · Last modified: 2018/12/19 11:40 (external edit)