Templates
- tickets
- administrator
- template
- auto fill
- auto complete
Configuration > Tickets > Templates
Related Guides:
Details
| Field | Type | Description |
| Name | Free Text | This will be the name of the Template as it appears elsewhere throughout the system. |
| Group | Single Select | This group serves as another level of categorisation for Templates. These can be restricted to Teams, or Clients too. |
Allow End-Users to use this Template | Checkbox | This allows End-Users to fill out Tickets using this Template via the Self Service Portal. |
Values
| Field | Type | Description |
| Ticket Type | Single Select | Tickets created via this Template will be logged with the selected type. Other fields in this menu will only be System Fields, and will not be Type-related (this will only restrict the list of assignable Teams) |
| Summary | Free Text | This will be the Summary of the tickets created from this Template. |
| Details | Rich Text | This will populate the Details of the tickets created from this Template. |
| Status | Single Select | The selection made here will be the Status that any new tickets logged from this Template will be set to. |
| End-User | Single Select | The selection made here will be the User that is assigned to any new Tickets logged from this Template. |
| Team | Single Select | The ticket created from this Template will be assigned to this Team. (These will be restricted according to the selected Ticket Type) |
| Agent | Single Select | The ticket created from this Template will be assigned to this Agent. When the incoming service is enabled, you can assign tickets to the account manager of the customer. |
| Set Team to the Agents default | Checkbox | (If the above field 'Agent' is set to 'Agent Logging/Doing') When checked, the Team will change to the default Team for the Agent assigned the ticket. |
| Priority | Single Select | The ticket created from this Template will have it's Priority set to this value. |
| Category | Single Select | The ticket created from this Template will have it's Category field set to this value. (This is often renamed) The category is a brief note to categorise the ticket. |
| Resolution Code | Single Select | The category which explains the resolution of the ticket. |
| Category 3 | Single Select | The ticket created from Template will have it's Category 3 field set to this value.(This is often renamed) |
| Category 4 | Single Select | The ticket created from this Template will have it's Category 4 field set to this value. (This is often renamed) |
| Estimated Time | Time (hh:mm) | The ticket created from this Template will have it's Estimated Time set to this value. |
| Start a Workflow | Single Select | Tickets created from this Template will automatically begin the selected Workflow at it's first step. |
| Start an Approval Process | Single Select | Tickets created from this Template will automatically begin the selected Approval Process at it's first step. |
| Impact | Single Select | The ticket created from this Template will have it's Impact set to this value. |
| Urgency | Single Select | The ticket created from this Template will have it's Urgency set to this value. |
| Show to End User | Single Select | The selection made here will decide whether or not tickets created from this Template will be made visible to the End-User via the Self Service Portal. |
| Forward incoming updates to all recipients | Single Select | The selection made here will decide whether any updates to tickets created from this Template will be forwarded to all recipients, regardless of them being in the individual email's recipient list. |
| Exclude from SLA | Single Select | The selection made here will decide whether tickets created from this Template will have to follow their SLA or not. |
| Parent Ticket ID | Integer | When set to anything but zero, tickets created from this Template will be linked to the corresponding ticket ID as children. |
| Article | Single Select | The Article selected here will be linked to any tickets logged by this Template, and will be available as a guide to the User or Agent viewing. |
| Email Cc List | Multi Select | Any Emails selected here will be added to the Email Cc list of any tickets created from this Template. |
| Budget Type | Single Select | Budgets are used for internal tracking of time/ money. The budget type is set to decide the default rate per hour. The rate set on a budget type determines the (internal) hourly rate to use for a Budget type. Used as a means of calculating Project costs. You will set the budget type on the project tasks that are associated to the main project. Then the time taken on the task tickets will come off of the budget, based on the budget type. Configure the budget types in Configuration > Project Management > Budgets. |
| Override Budgets Table | Checkbox | The intended Use case is: Setting a budget table for the "Project" Template, not the tasks. "Override Budgets Table" is used to set the budget table on the project creation screen, where you can configure the budget types in Configuration > Project Management > Budgets. |
| Budgets Table | Table | Set some budgets for the Table, which will be the budgets inherited for this template |
| Default Start Date | Integer | Should any value other than -1 be set here, tickets created via this Template will have their Start Date set to this many days after their logging date. |
| Default Target Date | Integer | Should any value other than -1 be set here, tickets created via this Template will have their Target Date set to this many days after their Start Date. Should no Start Date be specified beforehand, the ticket's logging date will be used instead. |
Include only workdays in the calculation for Start and Target date | Checkbox | (v2.244+) When selected, the Start and Target date will be calculated using Workdays. |
| Related Service Catalogue | Multi Select | Any Services selected here will be linked to tickets created via this Template. |
| Related Business Applications | Multi Select | Any business applications selected here will be linked to tickets created using this template, or added to tickets that have this template applied. You will be able to choose from a list of the business applications you have in your instance. Only applicable if you have enabled "Allow automatic linking of Assets and Service Catalogue". |
| Default Resource Type | Single Select | Tickets created from this Template will be logged with this Resource Type, used for resource booking. |
| Additional Agents | Multi Select | Should multi-Agent tickets be enabled, additional Agents selected here will be marked as working on Tickets created from this Template alongside the Assigned Agent. Checkout this guide on Additional Agents |
| Service Status Note | Rich | Set the default note that will populate the Service Status Note field for tickets using this template. Useful when monitoring the status of services. This will update the note against the related service's status, provided this ticket updates the status of the service. |
To-Do List
This to-do list will be added to tickets generated via this template. These, unless configured otherwise, will act simply as a visual aid as to what needs doing on that task. Their completion can be configured to be compulsory before the closure of the ticket.
| Field | Type | Description |
| Add | Single Select | This will determine the way you are adding the To-Do item(s) to this list. |
| Task | Free Text | Should "Add an ad-hoc To-Do item" be selected, this will allow the input of any text value to be used as a To-Do item on the Ticket's To-Do list. |
| Template | Single Select | Should "Add a To-Do list from a Template" be selected, this will allow you to select a Template from which any and all To-Do list items are pulled from. |
| To-Do List Group | Single Select | Should "Add a To-Do List Group" be selected, this will offer a choice of any To-Do List Groups to add to this list. These have their own Headers and contain several to-do list items each. The option will also appear next to this to configure a new To-Do List Group. |
| Customer | List | The To-Do List Item(s) will only be added to tickets generated by this template should the ticket be under any Customers listed here. |
Milestones
This tab will show if the "Ticket Type" field in the "Values" tab is set to one that has milestones enabled.
| Field | Type | Description |
| Add | Table | This will show a popup to add milestones to the template. |
| Disable modification of milestones on tickets | Checkbox | When enabled, milestones set on this template cannot be edited after logging the ticket. |
Children
Child Ticket Templates can be listed here and will be created alongside any tickets created via this Schedule. Creation rules can be specified to have these Children be created once certain criteria are met, such as another Child's closure.
Child Ticket Templates can be listed here and will be created alongside any tickets created via this Template. Creation rules can be specified to have these Children be created once certain criteria are met, such as another Child's closure. There will also be an option to "Create in a read-only state" under the values tab when ticket type: "Project Task" is set on the values tab. When selected you can set a creation rule of "Unlock Rule" this will be the condition needed to allow the task to be edited.
| Field | Type | Description |
Child Template Configuration Type | Single Select | (v2.246+) This setting determines how child tickets created from this template are configured. Custom - Allows you to configure child ticket creation for this template. You can configure/choose which templates are used to create child tickets, and the creation rules for each child. This reflects functionality on versions v2.246. Use Children From an existing template - Allows you to have this template inherit the child ticket creation configuration from another (existing) template. When this option is chosen you can choose an existing template, once chosen the templates and creation rules for child tickets that can be created from this template will be inherited from the chosen template. If child creation configuration is edited on the 'parent' template, this will automatically be inherited by the 'child' template. This can make template creation and management easier when lots of your templates share the same child tickets. If chosen you will not be able to edit the child creation configuration on this template, this can only be changed by editing the 'parent' template. |
| Name | Header | This will be the name of any Child Templates added to be used with this tickets generated via this (parent) template. |
| # of Rules | Header | This will be how many creation rules are configured on this particular Child In order for the Ticket to generate. Should no rules be stated, the Child will be created and attached as soon as tickets are created via this (parent) template. If the checkbox 'Create in a read-only state' is on from within the child tickets Values Tab. Then there will be a creation rule 'Type' called "Unlock Rule" this could then have 'Condition': 'Unlock after closing another child', which when set, gives you the option for a child ticket template that needs to be closed off before this child ticket can be edited. |
| Group Number | Integer | The Group Number will determine the rule group to which this rule being created belongs to. Only one rule from a certain group will need to be matched for that group to be marked as met, this is per child template. It won't create multiple children if the group number is the same across templates. Group numbers matching and creating are per child template Should several groups be present, all groups will need to be marked as met, along with any non-grouped rules, for this Child to be created. |
| Condition | Single Select | The selection made here will dictate the criteria that this rule will need to meet to be marked as matched. The selection will provide different options below with which to configure the rule, which should be self-explanatory. |
Attachments
Once created, this Schedule can have Attachments uploaded to it. Anything linked here will be attached to any tickets being created via this Schedule. These can be renamed after uploading.