To create a ticket template:
- In Work Management, click the Applications menu and select the desired Ticketing Application.
- Click the gear icon in the top-right corner.
- Select New Ticket Template from the dropdown menu.
- Configure the following options:
- Template Name – The name that will appear in the list of templates.
- Template Visibility – These options determine who can use the template when creating a ticket:
- Just Me – Only the creator/owner can use this template when creating tickets with the specified classification
- Only These Groups – Users in the specified groups can use this template for tickets with the specified classification
- Everyone – Allow any user to select this template for tickets with the specified classification. Note that this option is available only to users with the Ticketing app security role permission 'Add Global Ticket Templates'.
- Form – Select the form that will be used to create a new ticket with this template. When you select a form, its fields appear below the Classification field.
- Classification – A system-level attribute that categorizes the fundamental nature or type of a ticket request. Select one of the six classifications configured for the ticketing app. You can change the classification to differ from the form's classification.
- Enter or select values for each form field to ensure consistency and accuracy in the tickets you create.
- Click the Save button.
Your application must have at least one ticket template to Create a Scheduled Ticket.