Create and Manage Response Template Categories

Overview

Before creating a response template, you will need to create a response template category.

Response template categories allow similar response templates to be grouped together. This helps identify appropriate templates quickly and can reduce the amount of time that it takes to reach out to clients when processing tickets.

For instance, if a similar group of problems account for 90% of the tickets that are processed by individuals, a category can be created containing response templates related to these problems for quicker responses on these tickets. The individual can then immediately know what category to select for the response and click the appropriate template.

In this article:

What materials do I need?

  • Internet access
  • Web browser
  • ESM App Admin permissions

Access Ticket App Response Template Categories

  1. Login to ESM TDNext.
  2. Open the desired ticketing app.
  3. Click Settings.
  4. Click Admin.
  5. Click Response Template Categories.

Create a Response Template Category

To create a new response template category:

  1. In the Response Template Categories page, click + New.
  2. In the New Response Template Category dialog box, enter the Name of the desired category.
  3. Click Save.

Edit a Response Template Category

To edit a response template category:

  1. From the Response Template Categories page, locate the desired category.
  2. To the right, click the Edit button.
  3. In the New Response Template Category dialog widow, edit Name as desired.
  4. Click Save.

Delete a Response Template Category

To delete a response template category:

  1. In TDAdmin, click Response Templates.
  2. Click the Category header to sort all Response Template(s) by category.
  3. Find all Response Template(s) currently assigned to the Response Template Category you want to delete.
    1. Reassign, or Delete the Response Templates as appropriate.
  4. Click the Response Template Categories link.
  5. From the Response Template Categories page, locate the desired category.
  6. To the right, click the Delete button.
    Warning
    If you attempt to delete a Response Template Category that has one, or more, Response Templates assigned to it, a warning message will be displayed indicating that you cannot delete the category. You can resolve this by reassigning the Response Template(s) to a different category, or by deleting the Response Template(s) as appropriate.
  7. A dialog will appear asking Are you sure you want to delete this category? This cannot be undone. Click Ok to confirm you want to delete the Response Template Category, or Cancel to retain the Response Template Category.

Next Steps

The following articles will guide App Admins through the process of editing ESM Response Template(s).

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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