Ticket templates

Templates contain predefined data that you can insert in common, high-volume ticket records. Templates remove the need to manually enter standard information.

If the template and the ticket record contain a value in the same field, the template value overwrites the ticket value. You can modify or delete information that you imported from a template until the status of the ticket is resolved or closed. You can apply only one template to a record.

When you apply a template, the system searches for active templates for the current record type. The set of templates from which you can select depends on the organization and site that are on the ticket.

• If the Site field of the ticket contains no value, you can select from templates for all organizations.
• If the Site field of the ticket contains a value, you can select from templates for the organization to which the site belongs, and from templates that do not specify an organization.