<< Click to Display Table of Contents >> Navigation:  Standard Features > Ticketing > Supporting Functions in Ticketing > Ticket Template

The administrator can create and manage any ticket templates. A user can propose a ticket in the "Closed" state as a new template to the administrator via a quick action. Ticket templates can only be selected when creating a new ticket. If the ticket type has already been selected, only templates matching the ticket type can be selected. The advantage is that tickets can be created quickly and are already pre-filled with all essential contents. Thus, they are processed in a highly standardized way. The following presettings can be maintained in the ticket templates:

•Title:The title is displayed when you select the templates.

•Ticket Type: It will be defined for which ticket type this template is available. This ticket type will also be set automatically during new ticket creation (e.g. from the Self-Service Portal).

•State: indicates whether the template is active (released for use)

•Category: The ticket category will be preset automatically.

•Priority: sets a defined priority for the ticket. This can be chanced afterward, also by the impact/urgency matrix, if activated for the ticket type

•Knowledge base entry: the template can also be used to directly link a specific knowledge base entry to the ticket

•Questionnaire: A specific questionnaire can be linked to the ticket. This is suggested during ticket entry by a user ("Start questionnaire" button is displayed), in the Self-Service Portal the questionnaire is started directly so that the user has to go through it.

•Task package: A task package can be linked to the template (list of ticket tasks incl. processing sequence).

•Visible for org.unit: Templates may only be displayed for certain organizational units in the Self-Service Portal.

•Affected standard assets: Assets defined in the template are automatically added to the ticket as "affected assets".

•Description: A description text is predefined for the ticket. However, the system checks whether a description text already exists. If so, it will not be replaced by the template text.

•Validity date:  Activated ticket templates can have an automatic validity date and will be automatically deactivated when reached. Thus, they are no longer offered for selection.

•Release for Self-Service Portal: You can choose whether the template is displayed in the Self-Service Portal in the catalog of default service templates.