Hi there, Can you give a few more details? You say "service call is not created with the values that I have specified in the template" - which details are not as specified? Could you post details of the template and the call that results.
As Ruth already stated more details can determine what maybe wrong.
The first test you can do is open the call just created and look at the top what the template name is that was used to create the item. This to make sure you are indeed working with the template that you think you are working with.
The next thing is to understand that even when the 'correct' template is used it is only using the values in there when no other values are provided via email. Some fields like description , information , impact and priority can not be set via the template but will always be filled by the e-mail. Other fields maybe filled by (UI or) DB rules overwriting any template values that may have been used initially. Also due to workflow logic fields like service maybe filled in.
If you find that this or any post resolves your issue, please be sure to mark it as an accepted solution.
create a new template from scratch and try to use it, if it didnt work so there may be DB/UI rules that force the calls to be created with specific settings other than the one in your template, if you have the "medium" field in ur Service call then dont forget to set it to "web" or "email" (in case u have this field)
By the way this is the DB Rule that I think is associated with the template that I don't want
hen service call is created where Status (*) equals Registered AND Description (*) contains IT-General AND Medium (*) equals E-mail Assign to IT helpdesk for email call creation (Update Data) Assignment;To workgroup set to IT Helpdesk (1st Line support)
The DB Rule I'm using:
When service call is created where Status (*) equals Registered AND Description (*) contains RTAD-eMail AND Medium (*) equals E-mail AND Service Domain (*) equals RealTime AssistDesk Assign to RealTime AssistDesk for email call creation (Update Data) Assignment;To workgroup set to RealTime AssistDesk Agents
When a new call is created from an email, the template used is the one defined as the one to be used for a specific inbound email address. Then the subject of the email goes into Description and the body into the Information field. All other fields are taken from trhe template (unless you are using version 4.5 with a later SP and have selected the option to allow update fields in New).
Only DB rules will affect calls generated by email.
Your condition for the dB rule can be:
When SC is created If Template = inbound email AND Description contains RTAD-eMail