Ticket Templates allow administrators to save preconfigured ticket details to quickly create new tickets.
Primary Uses
Agent Access: Allow administrators to grant specific agents (e.g., tier 1 tech support) access to pre-made templates to submit tickets for themselves or other users quickly.
Automatic Generation: Set up schedules to automatically generate tickets at specific times throughout the year for recurring tasks and projects.
Bulk Submissions: Apply templates during bulk ticket submissions to quickly generate tickets for large groups of devices (e.g., for end-of-year device collection, inspection, and repair).
Permissions
The following permissions will allow users to perform the following actions:
Manage Ticket Templates: Allow users to view, create, edit, and delete Ticket Templates, and reveals the Ticket Templates page in the left navigation (Tickets > Ticket Templates).
Submit Via Ticket Templates: Allows users to submit tickets using Ticket Templates
Creating a Ticket Template
Select Tickets > Ticket Templates on the left navigation bar.
Click on Add Ticket Template in the top-right corner.
This will open the Template Details page to add information to the template. This includes the template name, ticket location, the issue/asset the ticket is about, the ticket subject, and the description. Optional: Enable Submit for Multiple Locations and select the locations. This submits the same ticket for all selected locations.
Workflow Actions (Requested By/For)
Add Requested By and Requested For actions to select who is submitting the ticket and who it is submitted on behalf of, allowing you to submit tickets for other users using the ticket template.
Requested For action: The submitting user can select who the ticket is submitted for (on behalf of), while the same user is assigned as 'requested by' (submitted by).
Note: If Requested By and Requested For actions are not set, the user submitting the ticket using the template is captured as both 'requested by' and 'requested for'.
Rules Processing Selection
You can choose whether your rules list will process the ticket. If you use workflow options to assign tickets to specific SLAs or agents/teams, select Do not process any more rules to prevent the Rules list from updating this information.
Using Ticket Templates
Click on New Ticket. The section Start with a Ticket Template appears at the first step.
Click on the specific ticket template you want to use.
Make any necessary changes on the ticket template screen.
Click Submit Ticket.
User Requirements To Utilize Ticket Templates
The Ticket Template must be shared with the user.
The user must have the ‘Submit via Ticket Template’ permission option assigned to them.
Template Availability
If a specific template is not chosen during the initial step, a list of all available ticket templates will be presented as you progress through the submission, refined based on your initial choices.
Note: The site option "Displays ticket templates throughout ticket submission" must be enabled for templates to display throughout the process.
Example: When using Rapid Scan and scanning an asset, any ticket templates associated with that asset will be available for quick use in the ticket template section.
Adding Multiple Assets to Ticket Templates
Users can select and add multiple assets to Ticket Templates simultaneously.
Navigate to the Assets tab within the ticket template.
Select Add Asset in the top right corner.
Begin selecting multiple assets; they will be highlighted in light yellow, with a checkmark in the top-right corner of each card.
Select the Submit option to add the assets to the Assets tab on the template.
Note: Separate tickets will be created for each asset. For example, if you add 30 assets, 30 tickets will be created when the template executes. A confirmation window will pop up if you add more than 50 assets.
Filters can be applied and combined with a Search to locate desired assets; results will match both the filter and the search criteria. The Search field includes keyword search for: Asset Tag, Serial Number, Asset Name, Purchase PO Number, Manufacturer Name, Model Name, and Manufacturer Model Name.
Deleted Assets are excluded from the results.
The Assets section will display a message noting that a separate ticket will be created for each asset upon execution.
Adding multiple assets to a ticket template can also be accomplished from an Asset View using bulk actions.
Copying/Deleting a Ticket Template
Copying a Template
Users who manage templates can duplicate any saved template by clicking Copy at the bottom of the ticket details page (visible only when a template is saved).
Duplicated Elements: Issue, Location, Ticket Details, Workflow steps, and the Finally section.
Non-Duplicated Elements: Assets selected for the template, schedules that are set, and Permissions/Sharing data.
Template Naming: The name is updated to reflect the copy.
Example: Original name = Air Filters. Copy name = Air Filters (1).
Bulk Copying: You can copy a single or multiple templates simultaneously, up to 20 at a time. Copies are named with the copy number in parentheses.
If a copy of the 'air filters (3)' is recognized, the system will assign the next increment number 'air filters (4)' to it.
Deleting a Template
Users with permission to view and manage ticket templates can delete them in bulk.
To delete an individual template, click its name on the Ticket Templates page to open the Ticket Template Properties page, then click Delete in the bottom right corner.
Sharing Ticket Templates with Other Agents
Sharing allows select users to apply templates for quick ticket submission.
Click the specific ticket template to open the Ticket Template Properties page.
Select the Permissions/ Sharing tab.
Use the drop-down menus to share with other users and teams.
Shared users will see the template under Start with a ticket template when submitting tickets.
Scheduling Automatic Ticket Submissions
Click on the ticket template to open the Ticket Template Properties page.
Select the Schedules tab.
Click the Add Schedule button in the top-right.
The Schedule Editor window opens.
Choose the frequency using the options to the left.
Select specific times, days, dates, and months based on the frequency.
Click Apply. You may add multiple schedules as needed.
Scheduling Callouts:
You must add the action “Set requested by” for the scheduled template to fire, as tickets in Incident IQ require a requestor to be generated.
Monthly Schedule Default: If a specific day (e.g., 31st) or a frequency (e.g., "fourth Saturday") doesn't exist for the month, it defaults to the last day of the month (28th, 29th, or 30th).
Time is based on your district's time zone.
Quarterly Schedule Run Dates (Calendar Year):
Q1: January - March
Q2: April - June
Q3: July - September
Q4: October - December
"Which day of the month" refers to a day of the first month of the Quarter chosen.
Applying Templates to Bulk Ticket Submissions
Select one or more assets in any asset view.
Click on Other > Submit Tickets.
In the pop-up window, check the "Use an existing template?" box.
Select the desired ticket template to update data fields in the window.
Review the data and click Update to submit your tickets.
