Ticket Templates

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You create and manage ticket templates that can be applied to common and high-volume ticket records saving time by letting the system populate values from the template into fields on the ticket.

These predefined templates can be applied to a ticket record to populate values from the template into fields on the ticket, and can also be used to create an activity work order and apply a job plan for a Service Request. After a ticket template is applied it can be changed for an alternative, but changing the ticket template will remove any activities or classification attributes previously applied.

You can apply a template with the following details filled in: Owner Group or Owner, Internal Priority, Ticket Status, Service Group or Service, Vendor, Classification, and Organization.

If a value is specified in the Ticket Status field, status validation will only occur when the ticket template is applied to a record. Any attempt to apply an invalid status to a record will result in an error. For example, if a ticket template that has ticket status set to 'NEW' is applied to a service request that already has status set to 'NEW', validation will fail and an error will be displayed. More information on ticket status changes, can be found in the Administering Service Desk - Common ticket concepts and tasks section of the Infocenter.

A ticket template can be used in one of two ways:
  • Catalog Offering, Service Request and Quick Inserts - with this option the selected template will be available for use in the Service Catalog, Service Desk Application, and Quick Inserts.
  • Catalog Offering Only - with this option the selected template will only be available for use in the Service Catalog. When this option is selected it clears all the fields in the Self-Service Center and clears the Self-Service Use checkbox. This option is only available for templates that are classified SR. It is not available for incidents and problems.
There are two ways to apply a ticket template:
  • Manually apply the template using the Apply Service Request Template action on the Service Requests application.
  • Specify the ticket template on an offering. It will be applied automatically by the default workflow provided by the Service Catalog.

By default, when a Ticket Template is applied to a Service Request, the specification attributes defined on the Ticket Template are copied to the Service Request. Consequently, any attributes that were copied to the Service Request when the Offering was submitted are removed/overwritten. This means that data added by the user may be lost.

Note: This only applies to Offerings of type Service Request, which contain specification attributes, and which specify a Ticket Template that has specification attributes itself.

To avoid losing data associated with the Offering, all specification attributes should be defined on the Offering.

If the attributes are not needed by the Self Service User requesting the Offering, they can be hidden by omitting them from the custom dialog, or by checking the Hidden check box if the Offering uses the Default Dialog. In this case, all data entered by the end user will be preserved and attributes needed to be updated by the fulfilment team will be present on the service request.