Configuring Change Hierarchy Templates for Workflow Tasks

Like change templates, change hierarchy templates initially populate fields in Change records. Use hierarchy templates to track and manage issues or tasks that have multiple activities. Existing change functionality such as routing applies to changes created from hierarchy templates. Note that if a template has a field that is blank, the corresponding field in the Change record will not be overwritten with a blank value.

Hierarchy templates are especially useful for accountability purposes if there is more than one person involved in a set of tasks; for example, you could create a hierarchy template for installing a telephone with someone in Maintenance as the default assignee, and create a template for assigning a telephone number with someone in the Systems department as the default assignee.

In the example above, when the Install Telephone template is selected in the Change screen, an change is created from the Install Telephone template as well as the Assign Telephone Number template.

Creating a Top Level Change Hierarchy Template

Creating a Lower Level Change Hierarchy Template

Creating a Third Level Change Hierarchy Template

Defining Dependencies on Other Templates in a Hierarchy

Building a Change Workflow Hierarchy

Deleting Templates in a Change Template Hierarchy

Using Hierarchy Templates in the Change Screen

Working With Hierarchy Template and Related Change Structures