Adding ticket templates to your Quick Insert portlet

A portlet is a configurable window that provides quick access to applications and actions. To save time and avoid repetitive steps, you can add frequently used ticket templates to your Quick Insert portlet. Clicking an item in the portlet list takes you to the application to do the task.

Before you begin

You must have administrative rights to modify the Start Center Quick Insert portlet.

1. In the Ticket Templates application, click New Template.
2. In the Class field, specify the class of ticket for which this template is intended, such as Service Request, Problem, or Incident.
3. Specify the details for the template.
4. Save the template, and change the status of the template to ACTIVE.
5. From the Start Center Quick Insert portlet, click the Edit Portlet icon.
6. From the Actions table, add or select an action that matches your goal.
7. Select the template that you want to use.
8. Click Finished. The portlet is updated with the content changes that you made.

Creating safety observation incident records by using the Quick Insert portlet

At XYZ Corporation, a high volume of incident records is based on safety observations, such as Unsafe Acts and Unsafe Work Conditions. As the administrator, you can create a ticket template for each of these types of safety observation incident records. After you create the ticket templates, you add them as Safety Observation Incident actions to the Quick Insert portlet. By selecting one of these actions in the Quick Insert portlet, the operator in your enterprise creates incident records automatically. The attributes that are specified in the template are applied to the record that is created.