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: for Change Enablement, when using a template, a maintenance activity must still be created for each ticket. 

• Creating a Ticket Template
• Modifying Ticket Templates You Created
• Using a ticket Template

 

How-To

Creating a Ticket Template

Step 1 - In TDx Work Management , select the "View Applications" and select the desired Ticketing Application.

Step 2 - Click the "gear icon" in the top-right corner.

Step 3 - Select New Ticket Template from the dropdown menu.

 

Step 4 - Fill out the required fields, and any additional information that will make the template useful.

Note: The template will only be available to use on the Form you specify in the template.

Step 5 - Click the Save button.

 

Outcome

You should be able to create a ticket template.

Back to top

 

Modifying Ticket Templates You Created

Step 1 - In TDx Work Management , select the "View Applications" and select the desired Ticketing Application.

Step 2 - Click the "gear icon" in the top-right corner.

Step 3 - Select My Templates from the dropdown menu.

 

Step 4 - Click the template Name link.

Step 5 - Click the Edit button.

Step 6 - Make the desired changes to the template.

Step 7 - Click the Save button.

 

Outcome

You should be able to edit one of your ticket templates

Back to top

 

Using a ticket Template

Warning: Using a ticket Template overwrites any information already in the ticket. If you want to use a template, be sure to select the template first, before you add any notes to the ticket. 

Step 1 - In TDx Work Management , click the "+ Service Request Form" near the top of the page.

Step 2 (optional) - Select a specific Form from the first drop-down field. 

• Note: Templates are only available to use on the Form specified in the template. If you do not see the templates you expect in Step 3, you may need to first select the applicable Form, then look again for the template.

Step 3 - Select the Template from the second drop-down field on the form, "Template".

Click for full-size image

 

Step 4 - Confirm the information filled in by the Template. Edit anything that is different for your specific ticket. Fill in any remaining mandatory fields (most will already be filled from the template).

Step 5 - Click Save.

 

Outcome

You should be able to use a ticket template.

Back to top

 

Related Articles

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

 

Need additional help?

Visit the TeamDynamix area in the Knowledge Base

To request service, report an issue, ask questions, or request training, submit a TeamDynamix Application Administration Support Request