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Forms vs. Templates

Hello,
We are looking at a way to make manual ticket creation a bit more streamlined. We're trying to decide whether it's better to use the template feature or the forms feature. Currently, we have about 200 ticket types that we use. Some of ...
1 Answer
Riley Fay Last activity on 3/5/2024 1:53:50 PM by Mark Sayers

notification Templates

Hello!
Anyone know how I can get the default notification templates? I made a change to 2, and I my need to revert back.
Ticket Created (Requestor)
Ticket Created (Ticketing User)
1 Answer
Michael Rodriguez Last activity on 1/25/2024 9:09:11 AM by Mark Sayers

HTML Editing Options - Predefined Code Blocks with Numbering and Formatting for Languages like SQL and JavaScript

We would like to add code into some KBAs so we can keep all of our documentation in one easy to find location and attach them to relevant requests/incidents to use as a reference point for assisting staff. To make this happen we are in the proces...
1 Answer
Janine Rajewski Last activity on 3/3/2023 9:11:33 AM by Brittany Renn

Using Custom Attributes in Notification Templates

Is the Custom Attribute template tag tied to the custom attributes that are created for tickets? If so, how does one use that tag to grab one of the custom attributes? The directions in the help text aren't helpful.
5 Answers
Ron Vallejo Last activity on 3/30/2018 7:34:34 PM by Matt Sayers

Issue adding manual template tags into Response Templates

Per the information on the Response Templates page I should be able to add manual tags, but this isn't working for me. I've tried a couple, can you let me know if I'm typing something incorrectly.

I've tried adding {{ResponsibleGroupName}} a...
1 Answer
Kathy Holman Last activity on 2/25/2016 1:30:43 PM by Kathy Holman

The difference between requestor and ticketing user ticketing notification templates

Could someone tell me what the difference is between the requestor and the ticketing user ticketing notification templates is? I'm trying to find out when one would be sent versus another? My original interpretation was that the requestor notif...
4 Answers
Kimberly Lawrence Last activity on 2/15/2016 9:49:53 AM by Jamey Stock