You can create ticket templates in the Ticket Templates
application. After a template is created, you must change the status
to ACTIVE to allow other users to use the template.
Creating ticket templates
You can create a template and apply it to a ticket as a
quick way to add repetitive information to common or high-volume tickets,
rather than entering this data manually.
Classifying ticket templates
When you classify ticket templates, you group related templates
into classes, which makes it easier to find ticket templates. You
can classify and modify the classification of a ticket template until
the status of the ticket template is set to closed.
Categorizing ticket template activities with classifications and attributes
Categorizing activities involves classifying them and might involve adding and modifying attributes to further group the classification. For example, you can classify an activity by functional area, such as IT, facilities, or telecommunications. You can add attributes, change the attribute values, and remove attributes associated with the activity.
Duplicating ticket templates
When you duplicate a template, the system copies all the
information from the existing template but inserts a new template
ID and sets the status to draft. Duplicating a ticket template is
useful when you want to create a new template that is similar to an
existing template.