Creating Templates for Tickets

Add templates

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

Mandatory fields

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.

Predefined fields

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

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

Preview

You can view the rendering of the simplified and standard interface in the corresponding tabs

ITIL Category

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.

Link your template to your category

• 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.