Ticket Templates and permissions on default form

One of our technicians reported getting a "No Form Available" pop-up when trying to create a new ticket template (TDNext on ticket app tab > gear icon > "New Ticket Template").  This happened even though they did have permissions to at least 1 form in the app.

After testing, it seems that one must have permissions to the default form *for the default classification* for the ticketing app in order for "New Ticket Template" to work (in this case the Incident Form since Incident is the default classification).  Then the template screen will open & you can select the forms you have permission to.  Is that correct?

David D.

Tags ticket-template template
Asked by David Durling on Fri 1/4/19 10:55 AM
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Answer (1)

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Mark Sayers Fri 1/4/19 11:30 AM

Hello David,


This would seem to be correct behavior because that default classification/form combination are used initially to load up the New Ticket Template page. If the user does not have access to that form due to its permissions, and if the user's ticketing security role does not have the permission "The user will be able to select any ticketing form for entry", they would not be able to do anything on that New Ticket Template page and *will* get that error page.

You would want to be sure that all of your users have access to use whatever form is the default of your default classification.

Mark Sayers
TD Support

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