Creating Ticket Templates and requesting Task and Response Templates

Environment

TeamDynamix

Issue

Ticket Templates

• All users who have access to TDNext & a ticketing application (e.g. ITS-Tickets) will be able to create ticket templates for that application 
• Ticket templates allow users to quickly create a ticket for 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 for a common issue
• Ticket Templates input pre-defined values into specified form fields
• Can only be applied at ticket creation
• Can be set to be visible  to 'Just Me', 'Only These Groups' (specify which TDX Responsible Groups) or 'Everyone' (which includes all Technicians in that ticketing application

Task Templates

• Need to request that the Service Support Team create these for you
• Automate repetitive task creation with 1+ predefined tasks
• Save time and improve operational efficiency by creating and enforcing consistency and clarity of tasks for tickets
• Control & maintain task sequence
• Are available to all Technicians within a Ticketing application 

Response Templates

• Need to request that the Service Support Team create these for you
• Can be applied to "comments" on tickets and ticket task updates
• Can utilize some dynamic content such as "requestor" or other variables

Resolution

Create a Ticket Template

1. Click the (Gear) icon in the top right corner secondary header bar
2. Click New Ticket Template option in the menu

Create a Task or Response Template

• TeamDynamix admins can create for you upon request

Note:  Templates are created with the rich text editor.

Additional Information

Submit a request here ITS-TeamDynamix Support.