Create a Ticket Template

Overview

Ticket templates allow you to quickly create frequently encountered work items that do not occur on a routine schedule. For example, service desk technicians may want to have a routine ticket that is created whenever they receive a phone call. On the other hand, scheduled tickets should be used for work items that occur in regular intervals.

Scheduled tickets can be configured to use a template to prefill data when the ticket is created. In addition, individuals can explicitly select a template when creating a ticket by selecting an item from the Template dropdown. Each template is associated with a specific ticket classification and can be made available to other users.

Warning
If a ticket template is applied to a ticket, any existing data will be overwritten within the applicable fields set by the template. It is strongly recommend that ticket templates are only used in association with scheduled tickets.
Tip
Accounts used to create a ticket template will, have a template field appear when creating a new ticket. To facilitate template management, it is suggested that App Admin's use the ticketing app's service account to create and manage any desired templates.

In this article:

What materials do I need?

  • Internet connectivity
  • Web browser
  • ESM TDWorkManagement access

Template Visibility

The following template visibility options are available when creating a template:

  • Just Me – Selectable by its owner for tickets in the application with the provided classification.
  • Only These Groups – Selectable by users in the provided groups for tickets in the application with the provided classification.
  • Everyone – Selectable for all tickets in the application with the provided classification. Individuals must have the Add Global Searches in ticketing security role permission to select this option.

Create a Ticket Template

To create a ticket template, do the following:

  1. Open a web browser.
  2. Navigate to the UA ESM website.
  3. Login to UA ESM with your UA Email address and password.
  4. Click View Applications.
  5. Click the desired Ticketing Application..
  6. On the right side of the screen, click the Settings (gear icon) button.
    Enterprise Service Management Ticketing Application Settings button highlighted
  7. Select New Ticket Template from the dropdown menu.
    Enterprise Service Management Ticketing App New Ticket Template button highlighted
  8. A New Ticket Template form window will open.
    Enterprise Service Management New Ticket Template Window
  9. In the Template Name field enter a descriptive name of the template (e.g. 'LIB 105 Scheduled Lab Maintenance').
  10. Under the Template Visibility section, select the applicable option. In most cases select Just Me.
  11. In the Form dropdown menu, select the applicable form to be used.
    Important
    The New Ticket Template side panel will refresh to display the fields related to the selected form.
  12. The Classification will be set based upon the selected Form.
  13. In the Status field, select New.
  14. In the Contact Source dropdown select the applicable value. In most cases select Internal.​​​​​​​
    Tip
    This field may have a custom display name depending on which form was selected. Another name variation may be Method the Customer used to make the request.
  15. Fill out the other required fields, and any additional information associated with the selected form that will make the template useful.​​​​​​​
    Important
    Make sure that the Service field is correctly set.
  16. Click the Save button.

Modify Ticket Template

Important
Ticket Templates can only be modified by the owner of the template. If the owner is no longer with the organization, an App Admin can change the owner.

To edit one of your ticket templates:

  1. Open a web browser.
  2. Navigate to the UA ESM website.
  3. Login to UA ESM with your UA Email address and password.
  4. Click View Applications.
  5. Click the desired Ticketing Application..
  6. On the right side of the screen, click the Settings (gear icon) button.
    Enterprise Service Management Ticketing Application Settings button highlighted
  7. Select My Templates from the dropdown menu.
    Enterprise Service Management My Templates menu option highlighted
  8. Click the template Name link.
    Enterprise Service Management Ticket Template name highlighted
  9. Click the Edit button.
    Enterprise Service Management Ticket Template Edit button highlighted
  10. Make the desired changes to the template.
    Enterprise Service Management Ticket Template Edit form
  11. Click the Save button.

The Delete link at the right end of each template row can be clicked to remove the template.

Gotchas & Pitfalls

  • Ticket templates are associated with a ticket classification. If the template you are looking for doesn’t appear. Ensure the form you are on is the same classification as is set with the ticket template.

Need additional help or have issues

For support, requests may be submitted anytime using the appropriate Enterprise Service Management form. Requests generate a Ticket which will be worked in order received and urgency by IT Employees with the knowledge and permissions to assist with the request.

For immediate assistance please review the Contact Us page for the appropriate support group.

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