Dear All,

We only use email to generate requests in SDP.  We are not using the web interface.  To help improve our support process, we want to have templates applied to incoming requests based on business rules so we can use standard checklists for certain tasks. 

I finally got business rules to apply to incoming requests and assign a specific template to the request base on the business rule.  The only problem...the template overwrites my original request.  So we loose the original request detail. 

I tried manually applying a request template after the ticket was creating as a technician but it wouldn't change the description field with my checklist.

How can I save the request details when applying templates?  Is there another way to get the same results so when a request is created and a template is applied, I can keep my original data?

Thanks,

Robert