Ticket templates overview

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

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 that are associated with that site. The list also includes templates with no organization that is defined.

Example

For example, 80% of the incidents that are reported in your organization involve safety observations. The safety observations occur during vehicular accidents that involve near miss incidents. As an administrator, you create the Safety Observation - Unsafe Acts - Near Miss ticket template to handle these types of incidents. In the Ticket Templates application, you create a template incident record that contains all of the predefined values in the fields of the record that might apply to vehicular accidents. By creating a template for these types of incidents, you reduce the burden that is associated with creating numerous incident records.

When Ann in Support receives a call that involves a vehicular accident, she applies the Safety Observation - Unsafe Acts - Near Miss ticket template to the record. The system automatically categorizes the ticket and supplies any other predefined values in the fields of the record.

A series of predefined steps always occurs that relate to this type of incident. You can create these activities or include existing job plans on your template. The system automatically generates these activities when Ann applies the template, including any materials, time, labor, and services from a job plan.