Creating Templates for Tickets
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Templates can simplify user requests by pre-filling fields, hiding some or forcing certain fields to be filled in.
In our example, we'll create an incident template to help users report incidents correctly.
From configuration > titles > ITIL category, select your category
Click on incident template.
Enter the name of your template
Close the template creation confirmation window, then click on de template for an incident.
Select the newly created template
You can add mandatory fields for the simplified interface and/or the standard interface. They will be marked with a
In our example, we're going to force the user to fill in the description and the emergency.
Select description from the drop-down list, then add.
Do the same with emergency.
To guide your users, you can pre-fill fields to make the interface more interactive. This will give you as many elements as possible to help you resolve the incident. In our example, we'll fill in the description field to make it as complete as possible.
In the predefined fields tab, select description.
Fill in the information you deem necessary
Click on add
Hidden fields avoid overloading the user interface and simplify the writing of the incident.
In the hidden fields tab, add the fields you don't want to appear in the standard and/or simplified interface.
Click on add
You can view the rendering of the simplified and standard interface in the corresponding tabs
The "ITIL category" tab lets you see which category your template is available in.
You can add different templates for each type of category (request, incident, change, problem). You can also use the same template for several category types.
From configuration > titles, select the relevant category
In the field for which you want your template to appear, select it from the drop-down list
Click on save.
From now on, when a user selects the ITIL mailbox category, the template will be selected.
Insert description
As we have forced the description insert to be filled in, if the user leaves it as it is, an error message will appear forcing them to change the default values
