Registering Ticket Template
This feature allows the manager to add, change and delete ticket templates.
Before getting started
The Questionnaire type ticket/change template requires the previous registration of a questionnaire;
The Neuro type ticket/change template requires the previous registration of the Neuro form.
Procedure
- Access the functionality through the main menu System > Ticket/Change Template;
- Click on "New";
- The type of template selected will define the fields to fill:
- Identify the template using the "Identification of the service request template" field;
- Name the template using the "Template name" field;
- Select the checkboxes available for the templates:
- Applicable to Ticket;
- Enable targeting;
- Enable status;
- Enable configuration item;
- Enable change;
- Enable problem;
- Enable solution;
- Enable related requests;
- Enable the save and continue button.
🖊 Note: When selecting the "Applicable to Ticket" checkbox, the user understands that the type of template is applicable only to the ticket.
🖊 Note: When selecting the "Neuro" Template Type, the new checkbox type field will be displayed with the text: "Applicable to Change". When selecting this field the user understands that the type of template is applicable only to the Change.
⚠️ Attention!
In the case of "Neuro" type templates, the user can inform that the template will be used for both tickets and changes.