Default Incident request template

Default Incident request template

I was wondering if anyone knows how to change default or force an incident template on a specific client. 

I have a client that doesn't want their requesters to set priority on the tickets, but almost all the other clients want this functionality. The same client (and others) also expressed interest in making custom fields for their tickets which shouldn't be shared with other clients. 

This wouldn't be an issue except that I cannot seem to make the incident screen load to the template i made by default. From what it looks like, I can neither remove the default template nor change the default incident template to a newly created incident template. 

I cannot seem to figure this out. The only thing I can think of is to create a business rule for this client that looks at the priority field and if it exists (which it will because it is a mandatory field for all other clients) and to change it to the lowest priority or a new priority because i can't seem to make it clear that field with a business rule. 

That work around seems like a band-aid for a larger issue.

Thanks! 


              New to ADManager Plus?

                New to ADSelfService Plus?