Using Templates on a mySupport Portal

You can create links for customers to submit an incident or change using a template or hierarchy template that will populate fields and create a hierarchy of records if applicable.

To configure this feature in the Edit Navigator Item screen, select the template or hierarchy template containing the field layout and defaults to apply in the Submit screen that appears when the link is clicked. Templates will be available for selection if enabled via the Make Available to mySupport field on the Advanced tab in the Template and Hierarchy Template configuration screens.

The default status, priority, and assignee, and route method set for the template will override those settings in Submit options; if the assignee and layout are not set in the template, the options settings will apply. The Text to Display Upon Incident Submission field in Options will apply as well. In the Edit Navigator Item screen, click Edit in the Required Settings in Options field to review or modify these settings.