Creating and Using Templates

Quickly enter recurring tickets or Models into ChangeGear by creating a template from the ticket. A template creates a new ticket with many of the fields already filled out, similar to the duplicate action. However, using templates, you do not have to find or select the ticket to duplicate; you can simply create a new ticket either directly from the New menu (down arrow). For service request tickets, select the Request Type from the New menu (down arrow), you can select a template once the ticket form displays. You can create a template during any part of the life cycle. When a template is used to create a new ticket, the ticket is in the unsubmitted state.

Note: A model is a repeatable way of dealing with a particular category of ticket. ChangeGear templates can be used to provide ticket models and can include a detailed description as well as a chronological listing of steps to handle the particular ticket.

Note: The fields that are used in templates can be configured and may not match the default values. Contact your IT department or ChangeGear Administrator for a complete list when the fields in the template do not match.

For an example, if you frequently submit work items for printer maintenance, you could create a model or template specifically for the printer work orders. You can either create a new ticket specifically for the template or use an existing ticket to create a template. The ticket template for printer work orders may include the Summary, Description, Incident Type, Category, Priority, and Attachments.

Note: Templates are module specific.

To create a template:

  1. Select the ticket that you want to use as the base for your template, or create a new ticket. You should modify the ticket so that the information in the template is applicable to all tickets you would use the template. For example, instead of creating a template for a specific printer, you should leave that blank so that the template is generic for all printers.

    Note: You must save the ticket before you can create a template.

  2. In the ticket's toolbar, click the down arrow next to Templates.

  3. Select Save As Template.

    Note: If you are unable to see the Save As Template option, contact your local ChangeGear Administrator regarding Template privilege options.

  4. Enter the Name and Description of the template in the Template Properties dialog.

  5. Click OK. A confirmation dialog displays.

Alternatively, you can use the Template Manager to create a new template. For more information, see the Using the Template Manager section.

To use a template:

  1. Open the module that has a template you wish to use.

  2. On the grid toolbar, open the New menu (down arrow). Select the template you wish to use. For service request tickets, select the Request Type from the New menu (down arrow), you can select a template once the ticket form displays.

    -OR-

    Create a ticket, and open the Template menu, (down arrow). Select the template you wish to use.

    Note: Any modifications that you've made to the ticket will be lost if you apply a template after the modifications.

  3. Make any modifications necessary to customize the ticket.

  4. Submit or save the ticket.

Back