Working with Ticket Templates

Ticket templates are predefined sets of field values and settings that automatically fill in ticket information. They help save time by reducing the need for repetitive data entry for common tasks. Each template is associated with a specific ticket classification and is structured according to a chosen form. Templates can be shared with other users or kept private for the owner only.

Note: Ticket templates are classification-specific. When creating a ticket, you'll only see templates that match the form's classification.

Common Uses

• Manual ticket creation. Technicians can quickly populate tickets for frequently encountered work items that do not occur on a routine schedule. For example, service desk technicians can use templates to automatically fill in a standard set of values when they receive a routine phone request.
• Scheduled tickets. Work items automatically generated at regular intervals can use ticket templates to prefill data when tickets are created. Learn more about scheduled tickets.

In this article, we'll cover:

• Creating a Ticket Template
• Modifying Ticket Templates You Own
• Changing the Owner of a Ticket Template

Creating a Ticket Template

To create a ticket template:

1. In Work Management, click the Applications menu and select the desired Ticketing Application.
2. Click the gear icon in the top-right corner.
3. Select New Ticket Template from the dropdown menu.
4. Configure the following options:
   • Template Name – The name that will appear in the list of templates.
   • Template Visibility – These options determine who can use the template when creating a ticket:
     • Just Me – Only the creator/owner can use this template when creating tickets with the specified classification
     • Only These Groups – Users in the specified groups can use this template for tickets with the specified classification
     • Everyone – Allow any user to select this template for tickets with the specified classification. Note that this option is available only to users with the Ticketing app security role permission 'Add Global Ticket Templates'.
   • Form – Select the form that will be used to create a new ticket with this template. When you select a form, its fields appear below the Classification field. 
   • Classification – A system-level attribute that categorizes the fundamental nature or type of a ticket request. Select one of the six classifications configured for the ticketing app. You can change the classification to differ from the form's classification​​​.
5. Enter or select values for each form field to ensure consistency and accuracy in the tickets you create.
6. Click the Save button.

Modifying Ticket Templates You Own

Template owners are the only users who can modify template content. Administrators can change the template owner or delete templates in the Admin UI, but cannot modify template field values or settings.

To edit one of your ticket templates:

1. In Work Management, click the Applications menu and select the desired Ticketing Application.
2. Click the gear icon in the top-right corner.
3. Select My Templates from the dropdown.
4. Click the template Name.
5. Click the Edit button.
6. Make the desired changes to the template.
7. Click the Save button.

Note: To delete a template, click the Delete link at the right end of the template row on the My Templates page.

Changing the Owner of a Ticket Template

A ticket template owner is the only one who can make changes to a template. If a change is needed to a template still in use by others, but the owner is no longer an active user (e.g., a team member retires), an administrator can assign a new template owner.

To change the template owner as an administrator:

1. Open the Ticket Templates settings:
   • 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 Ticket Templates in the left navigation
   • Global Admins: In TDAdmin, go to Applications, select the Ticketing Application, then click Ticket Templates in the left navigation
2. Click the Change Owner link at the right end of the desired template row.
3. Select a New Owner. Only Users can be selected as the owner of a Ticket Template.
4. Click Save.

The new owner can then modify the template in the Work Management Ticketing Application.

An administrator can also delete unused templates from the Ticket Templates page in the Admin UI.