Managing Ticket Task Templates

Ticket tasks are subtasks added to a ticket to engage others or groups in contributing to the ticket, while the ownership and primary responsibility for the ticket remain the same. They can be included in ticket forms so they are automatically added to new tickets, and can also be manually added through the Ticketing app in Work Management. Each task template can include multiple tasks. These tasks can be set up to be completed either in sequence or simultaneously.

Task templates can be configured so the task creator must select assignees, or they can be preassigned to a specific person or group. Alternatively, they can be dynamically assigned based on roles and relationships to the task, such as the responsible party or the manager of the task creator.

Creating a New Ticket Task Template

Ticket task templates include a basic container that can hold multiple tasks. Once the container is created, tasks can be added, edited, or removed as needed.

To create a new task template:

1. Open the Ticket Task Templates page in the Admin UI:
   • Ticketing Application Admins: In Work Management, open the Ticketing Application, click the gear icon in the top-right corner, select Admin from the menu, then Task Templates in the left navigation
   • Global Admins: In TDAdmin, go to Applications, select the Ticketing Application, then click Task Templates in the left navigation
2. Click the +New button
   1. In the New Task Templates pop-up, enter a Name
   2. Is Active: New task templates are active and available for use in Work Management by default. Uncheck this box to make the task template inactive
   3. Copy Tasks From: Select an existing task template to use as a starting point
   4. Click Save
3. To configure a task, click the + Add Task button
   1. In the Add Template Task pop-up, enter a Name
   2. Order: If adding multiple tasks and you want to control the sequence, set the Order
   3. Predecessor (optional): If another task must be completed before this one can begin, select a Predecessor. If there is none specified, this task will be active as soon as the task template is applied.
   4. Estimated: Enter the estimated number of hours to complete the task
   5. Complete Within (optional): The default duration, in operational hours, between the start and due dates of a created task. When the task becomes active, the start date is set to the time and date of activation. The due date is calculated by adding the Complete Within hours to the new start date. If a Complete Within value isn't set, no start or end date will be assigned when the task becomes active.
   6. Responsibility: Select the default assignee for the task. By default, new tasks are unassigned. 
      • Assign to a specific resource - Select the responsible person or group, and choose whether to send them a notification when all predecessor tasks have been completed
      • Assign to a role - 
        • Choose a role from the Responsible Role dropdown. These options are dynamically assigned based on roles and relationships to the task. See the list of Available Roles below for all options.
        • Fallback for Responsible Role - Choose a person or group to act as backup assignee if the selected Responsible Role is blank
        • Notify Responsible - choose whether to send them a notification when all predecessor tasks have been completed
      • Unassigned - No one will be automatically designated as responsible; the task must be assigned manually. This is the default option.
   7. Click Save
4. Create additional tasks as needed. When finished, close the task template pop-ups.

Refresh the Ticket Task Templates list to see the new template.