Service Desk Ticket Template Improvements (4272316)

Service Desk Ticket Template Improvements

The release of SMA 11.0 bring new improvements in Service Desk Ticket Template. A new layout is added to Service Desk ticket templates, helping you better organize the ticket contents if the template includes fields of variable height. You can also break up ticket contents into separate sections using a separator.

A new layout option is available to choose between 3 Columns layout or 2 Columns layout (+ Right Panel Layout).

• 3 Column Layout: Use this layout if the template contains fields of average height in each row.
• 2 Column + Right Panel Layout: Use this layout if the template contains one or more fields that are taller than the rest of the fields in the same row, like Summary, or Resolution. Having one tall field in a row where other fields are of average height causes those other fields in the same row to be pushed down, creating random gaps in the layout. When you select this option, you can place all of your tall fields in the right panel, to make optimal use of the vertical real estate. To move a field between the panels, double-click the field.

 

A new separator field to create separate sections in the Ticket Form Template section.

• As you add the fields, you can arrange them in the way that makes most sense for the use of this template. You can arrange related fields together, or place a field close to an edge of template area, and create empty spaces in between, as needed.

 

 

To change between layouts:

• Go to Service Desk > Configuration
• Click on Queues
• Click the name of the queue
• Click on Customize Fields and Layout to go to the Queue Customization page
• Scroll down to the Ticket Templates section at the bottom
• Choose desired Layout

 

 

To add a separator field:

• In the Ticket Form Template section, drag the separator field with an horizontal line and highlighted

 

For more details on new features in SMA 11.0 check What's new in version 11.0 article.