TeamDynamix: Using Ticket Templates

Summary

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 particular type of service request   

Ticket Templates can also be used to pre-fill request for change (RFC) tickets for changes that need to be frequently requested.
Note that for Change Enablement, when using a template, a maintenance activity must still be created for each ticket. 

How to Create and use a Ticket Template

Creating a Ticket Template

To create a ticket template:

  1. In TDNext, click the Applications menu and select the desired Ticketing Application.
  2. Click the gear icon in the top-right corner.
  3. Select New Ticket Template from the dropdown menu.
  4. Fill out the required fields, and any additional information that will make the template useful.
  5. Click the Save button.

Modifying Ticket Templates You Created

To edit one of your ticket templates:

  1. In TDNext, click the Applications menu and select the desired Ticketing Application.
  2. Click the gear icon in the top-right corner.
  3. Select My Templates from the dropdown menu.
  4. Click the template Name link.
  5. Click the Edit button.
  6. Make the desired changes to the template.
  7. Click the Save button.

Using a ticket Template

To use a saved ticket template:

  1. In TDNext, click the +Service Request Form link near the top of the page.
  2. Select the Template from the second field on the form, TemplateUploaded Image (Thumbnail)
  3. Fill in any remaining mandatory fields (most will already be filled from the template)
  4. Click Save.

Related Articles

See TeamDynamix - Working with Ticket Templates for more information and instructions. 

Additional TeamDynamix Resources

To request service, report an issue, ask questions or request training, contact the TeamDynamix Application Administrator by opening a ticket here:   https://td.usnh.edu/TDClient/60/Portal/Requests/ServiceDet?ID=120

Visit the TeamDynamix area in the Knowledgebase: https://td.usnh.edu/TDClient/60/Portal/KB/?CategoryID=130

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