Ticket template activities
To standardize the activities that are done in response to an event that needs to be recorded, such as an incident or an investigation, you can create a ticket template. You can then manually add those activities to the template. You can add a job plan to the template to use an existing set of activities.
When you apply a template to a ticket, the system automatically generates the following work orders:
- Generates a child activity work order for each activity that is defined in the template.
- If a job plan is defined, then a child activity work order is generated that is based on the attributes that are defined in the job plan.
Example
Your organization needs a ticket template that users can apply to a service request when a new employee is hired. You create a ticket template that is called New Employee for the owner group HR. You assign this ticket template to the IT service group. You include in the template four activities that need to be done, in the proper sequence:
| Sequence | Description |
|---|---|
| 10 | Create a security badge |
| 20 | Create IT accounts |
| 30 | Issue PC |
| 40 | Issue cell phone |
If you have a job plan that already includes these four activities, you can add the single job plan. You can reference only job plans that have a status of ACTIVE.