Overview
Ticket Templates exist in any ticket area for use in the New Ticket screen when populating detail of the ticket.
For those tickets reported on a regular basis, a Ticket Template can be created in the Admin area, populated with the detail and applied in the Vivantio New Ticket screen by selecting the template from a drop-down box.
When logging a Ticket, the only details the user is required to complete are the caller details.
Guidance
Navigate to the Admin Area > System Areas > Select the System Area e.g. Ticket > Templates > Ticket Templates
To Add a Ticket Template
Click Add
In the Basic Details Tab - Enter the Name of the Template e.g. Reset Password, a Title and Description
In the Properties Tab - Enter the following details:
Select the Email Template that is to be populated by default in the add ticket dialog, when the ticket template is applied.
It is possible to associate a Workflow within a ticket template so that a Workflow is copied to the ticket at creation. This can be done by selecting the Workflow Type and whether the Workflow is started immediately.
To create a Ticket Category, navigate to
Admin Area > System Areas > Ticket > Configuration > Ticket Categories
To create Priorities, navigate to
Admin Area > System Areas > Ticket > Configuration > Priorities
To create Groups, navigate to
Admin Area > Setup > User Management > Groups
To create an Email Template, navigate to
Admin Area > System Areas > Ticket > Templates > External Emails > Add
Please Note: Ensure in ‘Action Types’ you have selected Add
In the Status Tab - Select a Status from the drop-down box of which the Template will appear in, enter a solution and click Save
To create a Status, navigate to
Admin Area > System Areas > Ticket > Configuration > Status
When Editing a Template
Tick the box of the Template you wish to edit and click Edit
Make your changes
Click Save
Deleting a Template
Tick the box of the Template you wish to delete, click Delete and click OK to confirm the action
Select the Template from the New Ticket Screen
Add a new ticket and Apply Template
This will then populate the ticket with the Ticket Template selected.
Reviewed: 08 March 2023