Add/Edit New Ticket Templates
The New Template and Edit Template screens allow you to create and edit new ticket templates in your instance. New ticket templates define predefined values that can be applied when creating a new ticket, saving time on common ticket configurations. To add a new ticket template, click the Add New Ticket Template button in the New Ticket Templates section on the Tickets tab in the Templates category on the System Settings screen.
These screens have two tabs, Template Information and Parts & Labor.
Each field on the Template Information tab is defined below.
| Label | Definition |
| Active | Check this option to make the template active and available for use when creating tickets. |
| Template Name | Name of the template. |
| Description | Description that will populate on the ticket when the template is applied. |
| Status | Status that will be applied to the ticket when the template is used. |
| Type | Ticket type that will be applied to the ticket when the template is used. |
| Priority | Priority that will be applied to the ticket when the template is used. |
| Severity | Severity that will be applied to the ticket when the template is used. |
| User Group | User group that will be assigned to the ticket when the template is used. When a user group is selected, the Primary Tech Assigned must be one of the users in that user group. |
| Primary Tech Assigned | Primary tech that will be assigned to the ticket when the template is used. If a User Group is selected, only users in that user group can be selected. |
| Associated Techs | Additional techs that will be associated with the ticket when the template is used. Associated techs can be any user and are not limited by the User Group. |
| Work Requested | Work requested text that will populate on the ticket when the template is applied. Click Insert Signature Token to insert a token that resolves to the applying agent's email signature. |
| Tags | Tags that will be applied to the ticket when the template is used. Click the Add Tag button to add tags to the template. |
The Parts & Labor tab allows you to add products and/or labor to the template.
Each column on the Parts & Labor tab is defined below.
| Label | Definition |
| Product Name | Name of the product added to the template. |
| Qty | Quantity of the product. |
| UOM | Unit of measure for the product. |
| Provider | Provider for the product. |
| Price | Price of the product. |
| Total Price | Total price for the line item. |
| Cost | Cost of the product. |
| Total Cost | Total cost for the line item. |
These actions are available on the New Template and Edit Template screens.
- Switch between the template fields and the products on the template by clicking the Template Information or Parts & Labor tab.
- Add a product to the template by clicking the Add Product button on the Parts & Labor tab.
- Save the template by clicking the Save Template button.
- Discard your changes and return to the Templates category by clicking the Cancel button.
For more information about templates, see the following articles.
System Settings: Templates
Add/Edit Ticket Activity Templates