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This is the latest version of the help for Ivanti Service Manager 2018. If you cannot find some of the features described in the help, you may be using an older version of the application. To upgrade the application, click here.
To view the help for the latest version of Service Manager, click here

Default Business Object Templates

These templates can be used for creating business objects.

Default Incident Templates

Default Change Templates

Default Release Templates

Default Incident Templates

Account Lockout -- Domain

Account Lockout -- HR System

Backup Failure

Cannot Access Shared Drive

Cannot Open Microsoft Outlook

Desktop Application Failure

Email Access on Mobile Device

No Dial Tone on My Phone

PC is Very Slow

Printer Out of Toner

Printer Paper Jam

Voicemail Problem

VPN Connection Failure

Account Lockout -- Domain
Field Description
Status Active
Service Desktop service
Category Account lockout
Urgency Medium
Impact Medium
Summary Cannot log into Windows
Account Lockout -- HR System
Field Description
Status Active
Service HR system
Category Account lockout
Urgency Medium
Impact Low
Summary Cannot log into performance review system
Backup Failure
Field Description
Status Logged
Service Data Service
Category Data Loss
Urgency Medium
Impact Medium
Summary Daily backup failure
Cannot Access Shared Drive
Field Description
Status Active
Service Desktop Service
Category Network Folder Failure
Urgency Medium
Impact Medium
Summary Cannot access shared drive
Cannot Open Microsoft Outlook
Field Description
Status Logged
Service Email Service
Category Client Failure
Urgency Medium
Impact Low
Summary Cannot open Outlook
Desktop Application Failure
Field Description
Status Active
Service Desktop Service
Category Application Error
Urgency Medium
Impact Medium
Summary Desktop application failure
Email Access on Mobile Device
Field Description
Status Active
Service Mobile Communication
Category Connection failure
Urgency Medium
Impact Low
Summary Email problem on mobile smart phone
No Dial Tone on My Phone
Field Description
Status Active
Service Desktop Service
Category No Dial Tone
Urgency High
Impact Low
Summary No dial tone on my desktop phone
PC is Very Slow
Field Description
Status Active
Service Desktop Service
Category Performance issue
Urgency Medium
Impact Low
Summary PC is very slow
Printer Out of Toner
Field Description
Status Active
Service Desktop Service
Category Printer failure
Urgency High
Impact High
Summary Printer out of toner
Printer Paper Jam
Field Description
Status Active
Service Desktop Service
Category Printer failure
Urgency High
Impact High
Summary Printer is jammed
Voicemail Problem
Field Description
Status Active
Service Desktop Service
Category Telephone failure
Urgency Medium
Impact Low
Summary Voicemail problem
VPN Connection Failure
Field Description
Status Active
Service Mobile Communication
Category Connection failure
Urgency High
Impact Low
Summary VPN connection failed

Default Change Templates

Create Mail Archive for MS Exchange Mail Folder

Install Approved Software Package

MS Security Patch Install for Windows Servers

Replace Printer Accessory

Server Reboot

Server Relocation

Standard

Update Antivirus Files

Emergency

Major

Minor

Significant

Create Mail Archive for MS Exchange Mail Folder
Field Description
Team Change Management
Status Logged
Type Standard
Category Storage
Justification Scheduled maintenance
Urgency Low
Impact Low
Summary Create mail archive for Microsoft Exchange mail folder
Description Standard change: Create mail archive for Microsoft Exchange mail folder
Install Approved Software Package
Field Description
Team Change Management
Status Logged
Type Standard
Category Software
Justification Enhancement
Urgency Low
Impact Low
Summary Install approved software package
Description Standard change: Install approved software package
MS Security Patch Install for Windows Servers
Field Description
Team Change Management
Status Logged
Type Standard
Category Software
Justification Enhancement
Urgency Low
Impact Low
Summary Microsoft security patch install for Windows servers
Description Standard change: Microsoft security patch install for Windows servers
Replace Printer Accessory
Field Description
Team Change Management
Status Logged
Type Standard
Category Network Device
Justification Scheduled maintenance
Urgency Low
Impact Low
Summary Replace printer accessory
Description Standard change: Replace printer accessory
Server Reboot
Field Description
Team Change Management
Status Logged
Type Standard
Category Computer
Justification Unscheduled maintenance
Urgency Medium
Impact Low
Summary Server reboot
Description Standard change: Server reboot
Server Relocation
Field Description
Team Change Management
Status Logged
Type Standard
Category Computer
Justification Enhancement
Urgency Low
Impact Low
Summary Server relocation
Description Standard Change: Server Relocation
Standard
Field Description
Team Change Management
Status Logged
Type Standard
Urgency Medium
Impact Medium
Update Antivirus Files
Field Description
Team Change Management
Status Logged
Type Standard
Category Software
Justification Enhancement
Urgency Low
Impact Low
Summary Update antivirus definition files
Description Standard change: Update antivirus definition files
Emergency
Field Description
Team Change Management
Status Logged
Type Emergency
Urgency High
Impact High
Major
Field Description
Team Change Management
Status Logged
Type Major
Urgency Medium
Impact Medium
Minor
Field Description
Team Change Management
Status Logged
Type Minor
Urgency Low
Impact Low
Significant
Field Description
Team Change Management
Status Logged
Type Significant
Urgency Medium
Impact Medium

Default Release Templates

Emergency

Major Master Location-Based Release

Major Master Feature-Based Release

Major Phase Feature-Based Release

Major Phase Location Based Release

Major Standalone Release Template

Minor Release Template

Office 2010 Deployment

Windows 7 Migration

Windows Server 2008 Security Patch Deployment

Emergency
Field Description
Status Draft
Type Emergency
Team Release Management
Urgency High
Impact High
Major Master Location-Based Release
Field Description
Status Draft
Type Major
Scope Master
Phase Location-based
Team Release Management
Urgency Medium
Impact Medium
Major Master Feature-Based Release
Field Description
Status Draft
Type Major
Scope Master
Phase Feature-based
Team Release Management
Urgency Medium
Impact Medium
Major Phase Feature-Based Release
Field Description
Status Draft
Type Major
Scope Phase
Phase Feature-based
Team Release Management
Urgency Medium
Impact Medium
Major Phase Location Based Release
Field Description
Status Draft
Type Major
Scope Phase
Phase Location-based
Team Release Management
Urgency Medium
Impact Medium
Major Standalone Release Template
Field Description
Status Draft
Type Major
Scope Standalone
Team Release Management
Urgency Medium
Impact Medium
Minor Release Template
Field Description
Status Draft
Type Minor
Team Release Management
Urgency Low
Impact Low
Office 2010 Deployment
Field Description
Project Name Office 2010 deployment
Description Office 2010 deployment
Status Draft
Type Major
Team Release Management
Urgency Medium
Impact Medium
Windows 7 Migration
Field Description
Project Name Windows 7 Migration
Description Windows 7 Migration
Status Draft
Type Major
Team Release Management
Urgency Medium
Impact Medium
Windows Server 2008 Security Patch Deployment
Field Description
Project Name Windows Server 2008 security patch deployment
Description Windows Server 2008 security patch deployment
Status Draft
Type Major
Scope Standalone
Team Release Management
Urgency Medium
Impact High

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