You can create a ticket template to apply when filling out a ticket. Any field values you set in the template will auto-populate those same fields in the ticket saving time. Templates can be used to provide stock email responses, gather standardized information, and track the occurrence of a certain type of ticket.
You can create your own ticket templates to work from. You can keep them just for yourself or share them with one or more Groups. Only Admins can make templates Global.
Creating a Template
- Navigate to the U of M Tickets tab.
- Click settings (the gear icon).
- Select New Ticket Template from the dropdown menu.
The New Ticket Template creator pops open in a new window. - Enter a Template Name.
- Select a Template Visibility option.
- Just me to keep the template to yourself
- Only These Groups to share the template with Groups. A new field for Groups appears.
- Start typing a group name in the Groups field to select it from the type-ahead list or use the Lookup button. You can add more than one Group.
- Start typing a group name in the Groups field to select it from the type-ahead list or use the Lookup button. You can add more than one Group.
- Fill out the New Ticket Template in much the same way you would fill out a ticket.
- Form - Change the form type if necessary. The default is Incident Form.
- Selecting a different form type changes the available fields in the template.
- Classification - Set the classification if necessary.
- Changing the classification for a form type does not affect the available fields in the template. Use the classification that matches the form.
- Status - Set the default status for tickets generated using the template, most often New or Resolved. If you are creating a template for a special purpose, you can set a different status. For example, Problem tickets usually start as In Process.
- Requestor - Leave blank.
- Acct/Dept - Auto populates if you have added a Requestor.
- Alternate Contact Information - Leave blank.
- Title - Enter a short description of the ticket.
- (Optional) Description - Enter a more detailed description. You can include:
- Information/instructions that will help the Technician troubleshoot the issue and fill out a ticket appropriately.
- Add a note at the top of the description reminding anyone using the template to REMOVE the instructions BEFORE SAVING the ticket.
- Customer-friendly template text that will go to the user.
- Information/instructions that will help the Technician troubleshoot the issue and fill out a ticket appropriately.
- (Optional) Knowledge Base Article - Associate an article if you know the same article will be used to troubleshoot the issue.
- Type - Start typing to select it from the type-ahead list or use Lookup Type button. Choose the most appropriate type.
- Service - Start typing to select it from the type-ahead list or use the Lookup Service button. Choose the Service that is a match for the issue at hand.
- (Optional) Incident Category - Set the Incident Category to consistently categorize tickets generated by the temple.
- Responsible - Set a responsible group if tickets generated by the template will always be resolved by the same group.
- Impact, Urgency, and Priority fields - Impact and Urgency together determine Priority.
- Most templates we create will be for repeatable, low priority issues.
- Source - Use the dropdown menu to select the origination of the ticket.
- (Optional) Location - Generally left blank.
- (Optional) Room - Generally left blank.
- (Optional) Task Template - Infrequently used.
- Form - Change the form type if necessary. The default is Incident Form.
- Click Save at the top of the form.
- Click To Details to review the template details to confirm it looks as expected.
