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extensions:request-templates_1_0 [2018/12/19 11:40]
extensions:request-templates_1_0 [2018/12/19 11:40] (current)
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 +====== Request Templates ======
 +---- dataentry summary ----
 +name             : Request Templates ​
 +index_hidden ​    : no
 +version ​         : 1.0.5
 +release_dt ​      : 2015-11-26
 +description_wiki : Display additional fields to portal users, depending the selected service
 +itop-versions ​   : 2.0.2, 2.0.3, 2.1.0, 2.2.0
 +keyword_tags ​    : request,​template
 +dependencies_s ​  : itop-service-mgmt/​2.0.0 or itop-service-mgmt-provider/​2.0.0,​itop-request-mgmt/​2.0.0 or itop-request-mgmt-itil/​2.0.0
 +download_url ​    : http://​www.combodo.com/​itop-extensions/​request-templates-1.0.5-125.zip
 +code             : combodo-customized-request-forms
 +alternate-name ​  : Request Templates ​
 +alias-code_hidden : request-templates
 +----
 +<​related_components>​Other versions of this component:</​related_components>​
  
 +
 +This module provides 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 cpu, the size of RAM and the type of OS when a user request a new virtual machine.
 +
 +
 +===== Features =====
 +This module supports the following types of additional fields:
 +
 +  * Date and Date 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 sub category
 +
 +Once defined, the fields defined in the template are automatically display on the user portal.
 +
 +===== Revision History =====
 +^  Version ​ ^  Release Date  ^  Comments ​ ^
 +|  1.0.5  |  2015-11-26 ​ | Fix for crash when submitting a ticket from the portal for a template with an ENUM field containing some special characters. |
 +|  1.0.4  |  2015-09-29 ​ | Fix for a crash when a "​drop-down list" field contains some weird characters (accents, question marks...) at the beginning of the list of values. |
 +|  1.0.3  |  2014-12-10 ​ | Cosmetics on the module name. |
 +|  1.0.2  |  2014-04-03 ​ | Minor fix to allow non admin users to import Template fields in CSV. |
 +|  1.0.1  |  2014-03-10 ​ | Bug fix for template fields with the same name as an attribute of the object. |
 +|  1.0.0  |  2014-02-05 ​ | First version, never validated. |
 +
 +
 +===== Limitations =====
 +
 +This feature is available only in the user portal. It is not possible to add additional fields in the standard iTop support agent interface.
 +
 +It is **NOT** possible to use a template field with the same code as an attribute of the ticket (title, description urgency or priority), **unless** you are running an iTop 2.0.3 or more recent version (fixed on 2014-03-11, revision 3097 in SVN)
 +
 +===== Requirements =====
 +
 +No requirement
 +
 +===== Installation =====
 +
 +
 +  - Download the package: [[http://​www.combodo.com/​itop-extensions/​itop-request-template.zip| itop-request-template.zip]] and expand the 2 folders "​template-base",​ "​itop-request-template"​ into the "​**extensions**"​ directory of iTop.
 +  - If you have already installed iTop, make sure that the configuration file ''​config-itop''​ in ''​conf/​production''​ is NOT read-only.
 +  - Point your web browser to ''<​nowiki>​http(s)://<​your_itop_root>/​setup</​nowiki>''​ and follow the wizard instructions. Make sure that you select the option to "​Upgrade an existing iTop instance":​ {{ :​extensions:​email-upgrade-screenshot1.png?​direct&​300 |}} {{ :​extensions:​email-upgrade-screenshot2.png?​direct&​300 |}}
 +  - Finally check the module "​Request template"​ in the list of extensions at the end of the interactive wizard. Then complete the installation.
 +
 +{{ :​extensions:​itop-request-template-install-module.png?​direct&​300 |}}
 +
 +===== Configuration =====
 +
 +no configuration
 +
 +===== Usage =====
 +
 +==== Create request template====
 +
 +From the Service Management menu, click on "​Request template":​
 +{{ :​extensions:​itop-request-template-menu.png?​direct&​200 |}}
 +
 +The pages show a list of already defined request templates. Click on the button "​new"​ to create a new one:
 +
 +{{ :​extensions:​itop-request-template-new.png?​direct&​300 |}}
 +
 +A request template is identified by its name the related service and service sub category.
 +
 +The label is used on the portal to select a template if several are defined for a given service sub category.
 +
 +The tab "​Fields"​ is used to define the fields of the template:
 +
 +{{ :​extensions:​itop-request-template-list-field.png?​direct&​800 |}}
 +
 +Click on "​Create a new field" to define a new one:
 +
 +{{ :​extensions:​itop-request-template-create-field.png?​direct&​300 |}}
 +
 +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:
 +
 +{{ :​extensions:​itop-request-template-preview.png?​direct&​300 |}}
 +
 +==== Behavior on the user Portal ====
 +If a end-user selects a service sub-category 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.
 +
 +{{ :​extensions:​itop-request-template-portal.png?​direct&​400 |}}
 +
 +This additional information is copied in the Public log when the User Request is created.
 +
 +{{ :​extensions:​itop-request-template-public-log.png?​direct&​200 |}}
 +
 +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.
 +
 +{{ :​extensions:​itop-request-template-extra-data.png?​direct&​500 |}}

";