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Real Ticket Templates - Not Notes Templates

Posted: Wednesday, October 30, 2019 10:32:24 PM(UTC)
C Johnson

C Johnson

Member Original PosterPosts: 5
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The current feature that is called Ticket Templates are not actually template for tickets. They are template for Notes to be added to tickets. There needs to be a real ticket template feature, that present a custom form for the user to fill in prior to submitting the ticket. Templates should be tied to ticket categories. When a user selects a ticket category they are presented with a list of templates to choose from. The existing Ticket Template feature should be renamed and actual Template for tickets be setup that are:
1. Visible to Users (not just agents)
2. Added to a pick list of some sort when a user clicks "New Ticket" that allows them to pick the ticket template. The template would then load with predetermined required fields, instructions, etc.
CS Caritas Socialis IT
#1CS Caritas Socialis IT Member Posts: 2  
posted: 1/13/2021 9:09:14 AM(UTC)
Dear Lansweepers!
That would really be a great thing, because we have different requirements, e.g. for our facility management.
Maybe that can be implemented, that would help us a lot!

Many Thanks!
TimHolmes1973
#2TimHolmes1973 Member Posts: 30  
posted: 1/27/2021 9:38:08 PM(UTC)
Originally Posted by: C Johnson Go to Quoted Post
The current feature that is called Ticket Templates are not actually template for tickets. They are template for Notes to be added to tickets. There needs to be a real ticket template feature, that present a custom form for the user to fill in prior to submitting the ticket. Templates should be tied to ticket categories. When a user selects a ticket category they are presented with a list of templates to choose from. The existing Ticket Template feature should be renamed and actual Template for tickets be setup that are:
1. Visible to Users (not just agents)
2. Added to a pick list of some sort when a user clicks "New Ticket" that allows them to pick the ticket template. The template would then load with predetermined required fields, instructions, etc.


We could also benefit from the ability to assign a template to a ticket type, so if a user logs a call on the web, for a new user, it would put the new user template into the ticket and we could force the user to fill it out and make our job a little easier.
TapeDeck
#3TapeDeck Member Posts: 2  
posted: 1/30/2021 12:52:50 AM(UTC)
I'm pretty sure this already exists. Configuration -> Helpdesk Settings -> Ticket Content. Set up your ticket types and set up custom fields for the ticket type. You can make certain fields Agent Only (so the end user doesn't see it when creating the ticket, an example would be something IT internal like a temporary password for a new user account), required (so the ticket cannot be created/edited without the field being filled) and Required for Closing (the field must be filled before the state can be set to closed.

You can put a custom field inside the answer for another field. For example, the first custom field is "Computer Required" for a new user, and inside the "Yes" option is the type of computer (laptop/desktop/etc). You won't see the Computer Type field unless you choose yes for Computer Required.

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