Working with Ticket Templates

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Ticket Templates are forms created to gather information from the user about different problem types.

Setting Up a Default Template

Default templates are used in the event a custom template is not associated with a problem type.

To access ticket templates, navigate to the following:

  1. Admin
  2. Field Management
  3. Ticket Templates

Default ticket template

To edit the fields in the Default template:

  1. Click the edit icon.
  2. Choose the fields and format for the Default Template.
  3. Click the Update button to make the changes.

Creating a Custom Template

Custom templates can be created to meet specific needs.

Custom ticket template

  1. Click the Create Template option.
  2. Provide a name for the template and associate it with a problem type.
  3. Choose fields for the new template.
  4. Click the Update button to make the changes.

Certain fields offer options for customizing additional properties. The Priority Field option allows a default priority to be set upon template creation. The Assigned to Field option activates Automatic Ticketing Routing for tickets with assigned problem types.

Editing Templates

You may edit a templates name and problem type by selecting Edit Details. To adjust the fields and formats of a template, choose Edit Form.