Add/Edit Ticket Activity Templates
The Add Ticket Activity Template and Edit Ticket Activity Template screens allow you to create and edit ticket activity templates in your instance. Ticket activity templates define predefined actions and values that can be applied to an existing ticket, including status updates, tech assignments, and activity notes. To add a new ticket activity template, click the Add Ticket Activity Template button in the Ticket Activity Templates section on the Tickets tab in the Templates category on the System Settings screen.
Each field on the Add Ticket Activity Template screen is defined below.
| Label | Definition |
| Active | Check this option to make the template active and available for use on tickets. |
| Template Name | Name of the template. |
| 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. |
| Severity | Severity that will be applied to the ticket when the template is used. |
| Primary Tech | Primary tech that will be assigned to the ticket when the template is used. |
| Associated Techs | Additional techs that will be associated with the ticket when the template is used. |
| Activity Topic | The topic type for the activity note that will be added to the ticket when the template is used. |
| Public | The public-facing activity note content that will be added to the ticket when the template is used. |
| Internal | The internal activity note content that will be added to the ticket when the template is used. |
| Attachments | Files to attach to the activity note. Drag and drop files or click to browse and select files from your device. |
| 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. |
These actions are available on the Add Ticket Activity Template and Edit Ticket Activity Template screens.
- Switch between the public and internal activity note by clicking the Public or Internal tab.
- Revise the activity note text with AI by clicking the Reviize button. See the AI-Powered: Reviize Tool article for more information.
- Save a new template by clicking the Add Ticket Activity Template button, or save changes to an existing 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.