A ticket template specifies a set of fields that appear on the Ticket Detail page. Each queue can have one or more ticket templates.
Use the Ticket Template Detail page to configure a new or an existing template.
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Log in to the appliance Administrator Console, https://appliance_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information. |
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On the Service Desk Configuration page, in the Layout section, click Create ticket templates to display the Ticket Templates section. |
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To add a new ticket template to the queue, in the Ticket Templates list page, click Choose Action > New. |
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To modify an existing ticket template, in the Ticket Templates list page, click the ticket template name. |
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A brief description of the template. This text appears as a tooltip on the User Portal, when you point to the link for this ticket template. | |||||||||
Select this check box if you want this ticket template to be available to process templates. This causes some options in the ticket template to become disabled, because they are not applicable in this context. For example, the Limit template to selected users option cannot be applied to process-based ticket templates because each process template has an option in the wizard to associate labels with process template tickets. | |||||||||
Select this check box if you want to make this template available only to specific users using labels. Then, click Manage Associated Labels, and in the Select Labels dialog box that appears, select one or more labels associated with the users that you want to grant access to this ticket template. When done, close the dialog box. | |||||||||
Select this check box if you want to make this ticket template the default template in the queue. When a ticket template is configured as a default template for a queue, each time you create a ticket in that queue without specifying a ticket template, the default template is applied. You can switch between templates, if needed. For more information, see Create tickets from the Administrator Console Ticket page. | |||||||||
Select this check box if you want end users to have a link to this ticket template on the Need Help page in the User Console. | |||||||||
Choose a layout that best suits your needs:
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Next, you can preview the ticket template. For more information, see Preview ticket layout.
When you finish making changes to the way tickets are displayed on the New Ticket and Ticket Detail pages for a selected ticket template, you can preview the ticket page layout.
There are several preview options to choose from. The type of information on the ticket page depends on the permissions associated with the user accessing the page (User or Owner), and the action type (New Ticket or Ticket Detail). For example, a Ticket Owner typically has access to more information than a user associated with the ticket. Also, the New Ticket page can have some additional controls for providing comments or linking attachments, unlike the Ticket Detail page.
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Log in to the appliance Administrator Console, https://appliance_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information. |
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On the on the Service Desk Configuration page, under the Layout section, click Create ticket templates link and select existing template name.> |
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At the top of the Ticket Details page, click Preview Form As, and choose one of the following options, as required: |
New Ticket page, as a User | |
New Ticket page, as a Ticket Owner | |
Ticket Detail page, as a User | |
Ticket Detail page, as a Ticket Owner |
The New Ticket page refreshes, showing the ticket page based on the selected ticket template and owner details.
You can set up any Service Desk ticket as a parent ticket and assign child tickets to it.
There are two ways to use the parent-child relationship:
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Prevent the parent from being closed unless all its child tickets are closed. This strategy uses the parent ticket as a global to-do list and each child ticket as a separate task on the list. After all the tasks are completed and the child tickets are closed, the parent can be closed. |
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Close all child tickets when you close the parent ticket. This strategy is useful for tickets that are duplicates of the same problem. For example, if a server crashes and users file duplicate tickets about the issue. When the server is restored, the ticket owner can close the parent and close all of the child tickets at the same time. |
Parent-child ticket relationships are disabled by default. To enable them, you can configure queues to show the PARENT_INFO ticket field. If you have multiple queues, you enable parent-child ticket relationships in each queue separately.
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Log in to the appliance Administrator Console, https://appliance_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information. |
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Go to the Related Ticket information tab and select the Edit button for the PARENT_INFO field to make changes to that field’s settings: |
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