How to create ticket templates.
To create ticket templates, follow these steps:
On side navigation bar, access the Control Center
Choose the "Service Desk Templates" option from Service Desk section
In the template screen that opens, choose the “Tickets” tab from the list of tabs.
On the screen that appears below, click the “Template +” button located in the upper-right corner of the screen.
A new window will open where you need to fill in the fields appropriately.
To show the end-users concern template while creating tickets, locate “Show to users while creating tickets” at the bottom of the second page of window and mark the checkbox near it.
Finally, click “Create” to create the new template.
With these steps, you should be able to successfully create a new ticket template.
How to fill in the required fields while creating a new template.
To fill in the required fields, follow these instructions:
Template Name: Fill in an apt name for the template as the mentioned name will be showing as suggestions while creating tickets.
Template Summary: Input a summarized description of the ticket which you’re creating as the template.
Board: Select the board in which this ticket often falls under.
Priority: Select the priority of the ticket often falls under..
Billable: Enable or Disable the billable status using the toggle button.
Description: Enter the description of the ticket which you’re creating as the template.
Urgency: Select the urgency level of the template ticket from the drop-down menu.
Work Type: Select the appropriate work type for the template ticket often falls under..
Ticket Type: Select the type of ticket often falls under.
Ticket Sub-Type: Choose the appropriate sub-type based on the ticket type.
Source: Choose the appropriate source based on the ticket type.
Impact: Select the impact level of the ticket from the drop-down menu.
SLA: Choose the appropriate SLA (Service Level Agreement) from the drop-down menu for the ticket.
Budgeted Hours: Enter the estimated number of hours that the technician should work on the ticket.
Location: Specify the location from which the ticket often raised in this field.
Tags: Enter the tags which are common for the ticket.
How to add the checklists to a template ticket.
To add checklists to a template ticket, follow these steps:
Click on "Checklists" located at the bottom left of new ticket template screen.
A new screen will appear; here, you can create the checklist according to the order of execution.
If you want to add another checklist, click "Add Checklist".
You can also mark the priority of a checklist by marking the flag next to each added checklist.
To manage the checklist, click on the three dots of each checklist, and choose options like: “Move item above”, “Move item below” or “Delete”.
To use pre-existing checklists, click "Add from Library".
Mark the checkbox next to each checklist you wish to include and click "Add".
Save all checklists by clicking on "Save".
After filling in all required fields, click on "Create".
You have successfully created a template ticket with checklists.
How to add attachments to the template tickets.
To add attachments to the template tickets, follow these steps:
Locate the attachment icon at the bottom of the ticket creation screen and click on it.
A new screen opens. Click on “Browse” to browse the required files and select them from the system.
After uploading all the required files, click on "Save".
Fill in the required fields and click “Create”
Following these steps, you can create a template ticket with attachments.
How to Delete Templated Tickets.
To delete Templated tickets, follow these steps:
First, go to the side navigation bar of the control center and select “Configurations”.
On the screen that appears to the right, select “Templates” from the Service Desk section.
In the template screen that opens, choose the “Tickets” tab from the list of tabs.
In the screen that appears, Ticket templates will be displayed. Click on the action option to the right corner of each ticket templates.
Choose Delete as you desire from the options.
That’s it. You have successfully Deleted Templated Tickets.
