Working with Ticket Templates

This introduction article will help users to create and user ticket templates using TDNext. The user must have access to the ticketing application within TDNext.

Overview

Ticket templates allow you to quickly create frequently encountered work items that do not occur on a routine schedule. For example, service desk technicians may want to have a routine ticket that is created whenever they receive a phone call. On the other hand, scheduled tickets should be used for work items that occur in regular intervals.

Scheduled tickets can be configured to use a template to prefill data when the ticket is created. In addition, users can explicitly select a template when creating a ticket by selecting an item from the Template dropdown. Each template is associated with a specific ticket classification and can be made available to other users.

Where to Find This

This feature appears in TDNext and TDAdmin interfaces.

TDNext is where ticket templates are created, modified and used, and TDAdmin is where to delete the templates if needed.

Navigate to Ticket Templates following these paths:

• TDNext > Ticketing Application > Click gear icon, top right corner > select Ticket Template
• TDAdmin > Applications > Ticketing Application > Ticket Templates

Where to Start

Ticket Template Permissions

Ticket templates can be created by any users who have access to at least one Ticketing Application in TDNext. They cannot be created in TDAdmin, or the Client Portal.

Though all users can create a template visible to Just Me, other ticket visibility options - Only These Groups and Everyone - are restricted.

Neither global nor app-specific administrators are able to modify ticket templates in TDAdmin, but they can change the owner or delete the template if needed. 

When creating a new ticket and selecting a template, you can only choose templates which have been configured for the classification and to which you have been granted access.

Template Visibility Options

The following template visibility options are available when creating a template:

• Just Me – Selectable by its owner for tickets in the application with the provided classification.
• Only These Groups – Selectable by users in the provided groups for tickets in the application with the provided classification.
• Everyone – Selectable for all tickets in the application with the provided classification. Users must have the Add Global Searches in ticketing security role permission to select this option.

Creating a Ticket Template

To create a ticket template:

1. In TDNext, 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. Fill out the required fields, and any additional information that will make the template useful.
5. Click the Save button.

Modifying Ticket Templates You Created

To edit one of your ticket templates:

1. In TDNext, 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 menu.
4. Click the template Name link.
5. Click the Edit button.
6. Make the desired changes to the template.
7. Click the Save button.

The Delete link at the right end of each template row can be clicked to remove the template.

Changing a Ticket Template Owner

A ticket template owner is the only one who can makes changes to a template. A case may arise where a change is needed to a template that is being used by others, but the owner is no longer an active user (i.e., if a service desk member resigns). To resolve this, a new template owner can be assigned by an administrator.

To change the template owner as a global administrator:

1. In TDAdmin, click Applications in the left navigation.
2. Click the desired Ticketing Application.
3. Click Ticket Templates in the left navigation.
4. Click the Change Owner link at the right end of the desired template row.
5. Select a New Owner.
6. Click Save.

To change the template owner as an application administrator:

1. In TDNext, click the Applications menu and select the desired Ticketing Application.
2. Click the gear icon in the top-right corner.
3. Select Admin from the dropdown.
4. Click on Ticket Templates to view all the templates for the application.
5. Click on the Change Owner link and set the new owner.
6. Click the Save button.

Now the new owner can modify the template in the TDNext Ticketing Application.

If an administrator wants to delete unused templates, this can also be done from the Ticket Templates page as described above.

Gotchas & Pitfalls

• Ticket templates are associated with a ticket classification. If the template you are looking for doesn’t appear. Ensure the form you are on is the same classification as is set with the ticket template.