Ticket template activities

To document the work activities that are required to complete a service request or resolve a ticket, you can create a ticket template. You can then manually add activities to the template. Optionally, 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 child activity work order for each activity defined in the template.
  • If a job plan is defined, then a child activity work order is generated that is based on attributes 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 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 performed, 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 only reference job plans that have a status of ACTIVE.