Overview

Process Templates provide a streamlined and consistent way for teams to manage ticket actions in Vivantio. Administrators can pre-configure templates for common actions—such as adding notes, updating statuses, priority, category or reassigning tickets—ensuring that technicians and customer-facing teams follow best practices and maintain consistent communication.

When working on a ticket, users can simply choose a Process Template from the dropdown menu (e.g., when adding a note). The selected template will automatically populate with predefined wording, values, and settings, saving time and reducing manual effort. This helps ensure standard messaging, accurate ticket updates, and improved process compliance.

Additionally, Process Notes can be included in custom reports within Report Builder, allowing you to track ticket activity, technician actions, and process performance.

Please Note: It is possible to select Mark Note Private and Send Email, if this happens the Mark Note Private will take precedence

Navigate to the Admin Area > System Areas > SELECT SYSTEM AREA > Process Templates

Add Note Template

The Name, Description, and Effort can be added. There is also the option to either Mark Note Private or Send Email, select an Email Template to send to the customer and Review Email

Update Status Template

The Name, Status, Description, and Effort can be added. There is also the option to either Mark Note Private or Send Email, select an Email Template to send to the customer and Review Email

Reassign Template

The Name, Group, User, Description, and Effort can be added. There is also the option to either Mark Note Private or Send Email, select an Email Template to send to the customer and Review Email

Close Template

The Name, Status, Description, and Effort can be added. There is also the option to either Mark Note Private or Send Email, select an Email Template to send to the customer and Review Email

Update Priority Template

The Name, Priority, Description, and Effort can be added. There is also the option to either Mark Note Private or Send Email, select an Email Template to send to the customer and Review Email

Edit Category Template

The Name, Category, Description, and Effort can be added. There is also the option to either Mark Note Private or Send Email, select an Email Template to send to the customer and Review Email

Working Example

The Vivantio Administrator will configure the Process Template in the Admin Area

Depending upon the action the Technician wishes to take will depend where they need to navigate too e.g. Edit Category if you want to use the Edit Category Process Template

It will then append to the ticket and update the relevant information accordingly