Creating ticket templates

You can create a template and apply it to a ticket as a quick way to add repetitive information to common or high-volume tickets, rather than entering this data manually.

Procedure

  1. In Ticket Templates application, click New Template icon.
  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.

What to do next

To use the new template, you must change the status of the template to ACTIVE.