We are using ServiceDesk Plus 8.2.0 build 8207.

I have a “how to” question about how Incident Templates are displayed, a problem with numbers of visible templates, and a specific problem with one template. Our company has 31 Incident Templates in the system, 25 of which are visible to the user.

Question: Is there a way to organize how the templates are displayed?

In the list that appears when an administrator clicks the “Incident Catalog” button or the drop-down arrow on the button, or when a user clicks the “Request Catalog” button or the drop-down arrow on the button, the available templates are listed randomly. Can the list be alphabetized, or organized at all?

When I click “Incident Catalog” or “Request Catalog,” I see a category called “Others.” I created a couple of new Service Categories on the Admin tab but I don’t see, nor did I find in the Admin Guide, how to put a template in one of these categories.

Problem: Not all available templates are visible in the various views when logged in as an administrator. I expect to be able see all 31 templates in all 3 views:

·         When I click the “Incident Catalog” button, 27 are displayed.

·         When I click the drop-down arrow next to “Incident Catalog,” 25 are displayed.

·         When I’m on the Admin tab and go to Incident Template, I can see them all.

When I’m logged on as a user I can see all user-available templates.

Problem: I added a new template yesterday called “Social Media.” I can’t find how to view the template outside the Admin tab.

The template is not yet visible to the users; I want to test it once before I make it visible. However, I can’t get to it. When I’m logged on as administrator and click “Incident Catalog” or its drop-down button, “Social Media” is not included in the list. When I click the “Incident Catalog” button and use the Search box, there are no items found for “Social” or “Media” or “Social Media.”

Thank you for your help.