Creating a 'Hot-topic' like feature in ServiceDesk (as found in Helpdesk Classic)...

Version 3
    Background: (Helpdesk Classic)
    Hot-topics were used as a simple method of quickly applying Incident information. This was achieved by pressing or dragging a 'hot topic' into the Incident window.  'Password Reset' & 'Toner cartridge replacement' are example uses of the hot topic function.
    ServiceDesk Templates:
    Templates are feature that in part - replicates the hot topic function found in Helpdesk Classic. And although this is largely the case - there is no such substitution for the drag-drop feature of Helpdesk 'Hot topics' onto the Incident window.
    The enclosed document describes a method you can use to implement a Hottopic function.