Ticket Templates application
Applying standardized templates to common and high-volume tickets saves time by letting the system populate values from the template into fields on the ticket. You create and manage templates using the Ticket Templates application.
For other users to apply a ticket template, the template must be in an ACTIVE status, and the template class must match the ticket class. In addition, you can specify a site on a ticket template when you create it. The template is then included in the list of available templates for organizations associated with that site. The list also includes templates that do not have an organization defined.
Example
For example, an IT service provider receives a large quantity of requests to set up a home virtual private network (VPN) with a cable modem. As an administrator, you create a ticket template to handle these common VPN service requests.
When Sandra in Support receives a call for VPN information, she creates a service request and applies the VPN ticket template to the record. The system automatically categorizes the ticket, sets the internal priority, and supplies any other predefined values in the fields of the record.
A series of predefined steps always occurs to support access to the VPN. You can create these activities or include existing job plans on your template. The system automatically generates these activities when Sandra applies the template, including any materials, time, labor, and services from a job plan.