To document the work activities that are required to complete a service request or resolve a ticket, you can create a ticket template. You can then manually add activities to the template. Optionally, you can add a job plan to the template to use an existing set of activities.
When you apply a template to a ticket, the system automatically generates the following work orders:
Your organization needs a ticket template that users can apply to a service request when a new employee is hired. You create a ticket template called New Employee for the owner group HR. You assign this ticket template to the IT service group. You include in the template four activities that need to be performed, in the proper sequence:
Sequence | Description |
---|---|
10 | Create a security badge |
20 | Create IT accounts |
30 | Issue PC |
40 | Issue cell phone |
If you have a job plan that already includes these four activities, you can add the single job plan. You can only reference job plans that have a status of ACTIVE.