![]() There is no change in the Total Time Spent and the Charge of the ticket. The notes of the ticket template are added to the ticket. (2020 Release 03) While creating a ticket from Self Service, if you apply a ticket template with notes to the ticket and then save the ticket:.(2020 Release 03) If the applied ticket template has an assignment template with notes linked to it, then the notes of the assignment template are added to the assignment of the ticket.If the applied ticket template has an assignment template linked to it, then an assignment is added to the ticket.The technician of these notes is the logged in technician and is not affected by the technician in the Assigned To Technician field of the template. The notes of the template are added to the ticket.(2020 Release 03) If you apply a ticket template with notes to a ticket and then save the ticket:.You can apply ticket templates to tickets by using one of the following options:.The technician of these notes is the logged in technician and is not affected by the technician in the Assigned To Technician field of the template.The notes of the assignment template are added to the assignment.(2020 Release 03) If you apply an assignment template with notes to an assignment and then save the assignment:. ![]() Manual selection on the Assignment form.You can apply assignment templates to assignments by using one of the following options:.The group of the ticket is changed to the group of the default support specialist. (2020 Release 02) If you change the category after applying a template to a Self Service ticket, the default support specialist of the updated category is linked to the ticket provided that the updated category has a default support specialist.(2020 Release 02) If you apply a template containing a category which has a default support specialist to a ticket, the ticket ignores the support specialist and links the technician or group from Self Service configuration default settings.(2020 Release 02) If you apply a template containing Category, Assigned to Technician, and Assigned to Group fields to a Self Service ticket, the ticket inherits the values from the template. The ticket ignores Self Service configuration default settings and the default support specialist for the category of the template.The users must enter values manually for the other fields on the record form. When using the template to create a record, only the fields that are added to the template as default values are populated.For more information, see Customizing forms for groups. You can save the customized form as a template.You can assign form templates to the requestors, which they can use to create tickets.You can create templates that can be used by specific groups.įor example, if you have a group whose expertise is resolving HR tickets, you can create a template that can be specifically used by technicians belonging to this group.Although you can edit a template, you cannot change the record type for which it was created.įor example, you can edit a template that is created for tickets, but you cannot change the template and use it to create assignments.You can create templates for ticket and assignment records.The following key considerations are relevant when you create and manage form templates: & amp lt p& amp gt & amp lt br/& amp gt & amp lt /p& amp gt The following video (15:01) provides information about ticket templates and Assignment status progression in Track-It!:
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