Service Desk Practitioners Forum
cancel

Removing Account Template Default

Highlighted
Robert S. Falko
Acclaimed Contributor.

Removing Account Template Default

Hello,

As far as I can tell, OVSD uses the following rules to determine which template to use when a new item is created (in descending priority):

1. The template explicitly selected using the command File -> New etc.

2. The default template defined for the account.

3. The default template defined amongst the templates of the item.

4. The default template defined for the role.

Once a user defines a default template for his or her account, is there any way to remove this selection, so the user has NO default template defined at the account level, other than deleting the relevant row in the table REP_ITEM_ACCOUNT_DEFAULTS ?

As far as I can tell, once you select any default template for the account, the only thing you can do is select another default template, but you cannot simply uncheck the default already selected.

Thanks for your help,
Josh
1 REPLY
Vasily Kamenev
Acclaimed Contributor.

Re: Removing Account Template Default

Hi Josiah.
If you problem in preset values from def. template - create Template with empty fields and save as Default, and you will have a two template and can switch between before saving.

Vassili