# HP OpenView Service Desk

## version 4.5

## Templates stored in Folders

September 2006

© Copyright 2006 Hewlett-Packard Development Company, L.P.

## Content:

Last-minute information
Introduction
Getting Started
Known Errors and Limitations

## LAST-MINUTE INFORMATION

There is no last-minute information.

## INTRODUCTION

This feature provides the means to maintain Templates in Folders. It allows Templates to be saved in Folders. User roles can be authorized to maintain templates at item level via the existing option "maintain template" and at Folder level via the new item "Template" in the Role dialog. The current general authorization for templates will be converted during database upgrade.

## GETTING STARTED

### Role setting

The Role dialog has been enhanced to include the new item "Template", which allows the administrator to authorize Templates in general, also called the root folder, or in specific folders.
Before SP20, if the role is allowed to use Templates, the administrator needs to relate Templates via the item's Advanced Item Access. If the role is allowed to maintain Templates, the administrator needs to check on the option "maintain templates" of the item.
From SP20, there is no change to use Templates. But to maintain Templates, the role should be authorized at both item level and Folder level. At item level, the administrator still needs to check on the option "maintain templates" of the item. At Folder level, the administrator needs to operate the new item "Template" in Role dialog. The folders authorized for Template are common across all item types.
For example, if a user can maintain Templates in folder E-go and Internal for Service Call, the role should be set as below:
1. Check on Maintain Template for Service Call
2. Authorize folders for Template
3. Advanced item Access for Template
Note: Template View and Template Form are prerequisite for maintaining template.
Note: Two columns, "Folder" and "Template Category", have been added to the "Template" tab of the "Advanced Item Access" dialog to help users distinguish two grouping types for Templates.

### Maintain Template in Administrator Console

#### Template View

There are two new views for Template in Administrator Console. A table view, based on the current "Template (Table)" view with an additional column for Folder. And an explorer view, to show the templates by folder hierarchy.

#### Template Form

Two changes for Template Form: one is that the form contains a new field, the Folder. The other has to do with user authorization: for users with authorization for the template's root folder, the "Default template" checkbox will be enabled, to keep the authorization equivalent to what it was in previous versions of SD. For users who only have access to one or more folders, this field will be disabled, preventing potential problems when the current default template is in an unauthorized folder for the user.

### Save Template via Item Form

There is one change in dialog save as template, a new field "folder" to let the user save the template in folder.
The folder can be left blank, to save the template in the root folder, or its value can be selected from the standard find dialog, which pops up after clicking on the folder icon to the right of the Folder field. Failure to choose a folder for which the user has "New" authorization will result in an error message, as seen below:

### Choose Template via choose template dialog and Item Form

SD let the user choose a template to create items. From SP20, only the users have been authorized "View" entitlement for Template can use this function. Or the user will get error message because they cannot view/modify the attribute "template" of the item.
The roles created before SP20 will be granted "View" entitlement for template automatically during the database upgrade phase if the role has templates related to one or more items.

### Upgrade Conversion

The DB configuration wizard automatically invokes a conversion utility when upgrading to the versions from SP20. This utility grants specific authorizations to each role that has Maintain Template: full authorization for Template at the root folder level, as well as access to the Template Form and the Template Views. This conversion utility will be done for only once, it means if the user updates his database from SP20 to SP21, the conversion will not be invoked again.

## Known Errors and Limitations

### 1. Entitlement "Remove" for Template ignores Template Folder.

If a role is granted "Remove" entitlement for Template in any folder, SD will allow users with that role to delete any template, irrespective of the folder location. Of course, this only applies to users that also have Maintain Template authorization for one or more item types. Workaround:
Only grant "Remove" entitlement to system administrators. Users will then need to ask the administrator to delete a template. Mitigating circumstances: In practice, most templates will be in use by one or more items. As such, they cannot be deleted anyway.

### 2. Entitlement "View" for template is prerequisite for using template to create items.

Before SP20, we relate templates to one or more items to let the user use templates when creating items. From SP20, we have to take one more action, granting "View" entitlement for Template. Or SD will skip the choose template dialog to create items. And the user will get error messages when changing the templates in item form.