System Settings: Templates
The Templates category on the System Settings screen allows you to configure various templates that can populate fields on certain screens with standardized field descriptions. For example, when creating a ticket, you can apply a new ticket template to populate the ticket fields with several specific options.
New Ticket Templates
The New Ticket Templates section allows you to define values that can be applied when creating a new ticket. See the Add/Edit New Ticket Templates article for more information on configuring new ticket templates.
Each field in the New Ticket Templates section is defined below.
| Label | Definition |
| Active | A checkmark indicates that the template is active in your instance. |
| Template Name | Name of the template. |
| Description | Description for the ticket created using the template. |
| Status | Status for the ticket created using the template. |
| Type | Type for the ticket created using the template. |
| Priority | Priority for the ticket created using the template. |
| Severity | Severity for the ticket created using the template. |
| User Group | User group for the ticket created using the template. |
| Primary Tech Assigned | Primary tech assigned to the ticket created using the template. |
| Associated Techs | Additional techs associated with the ticket created using the template. |
Ticket Activity Templates
The Ticket Activity Templates section allows you to define standard activity notes that can be applied to an existing ticket. See the Add/Edit Ticket Activity Templates article for more information on configuring ticket activity templates.
Each field in the Ticket Activity Templates section is defined below.
| Label | Definition |
| Active | A checkmark indicates that the template is active in your instance. |
| Template Name | Name of the template. |
| Status | Status applied to the ticket when the template is used. |
| Type | Type applied to the ticket when the template is used. |
| Severity | Severity applied to the ticket when the template is used. |
| Primary Tech | Primary tech assigned to the ticket when the template is used. |
| Associated Techs | Additional techs associated with the ticket when the template is used. |
| Activity Note | Activity note added to the ticket when the template is used. |
These actions are available on the Tickets tab.
- Expand or collapse a section by clicking the section name.
- Add a new ticket template by clicking the Add New Ticket Template button in the New Ticket Templates section. See the Add/Edit New Ticket Templates article for more information.
- Add a ticket activity template by clicking the Add Ticket Activity Template button in the Ticket Activity Templates section. See the Add/Edit Ticket Activity Templates article for more information.
- Search the templates in either section by selecting a column from the dropdown and entering text in the Search field.
- Filter the templates in either section by clicking the Filter button.
- Sort the results in either section by clicking the column label in the table header.
- Change the status of the template by clicking to place or remove a checkmark in the Active column. NOTE: The Status column on this screen applies to the Status of tickets created or updated using the template and not the template itself.
- Edit the template by clicking the ellipsis at the end of the row and selecting Edit from the menu. See the Add/Edit New Ticket Templates or Add/Edit Ticket Activity Templates article for more information.
- Delete a template by clicking the ellipsis at the end of the row and selecting Delete from the menu.
For more information about the other categories on the System Settings screen, see the following article.