Ticket templates allow you to quickly create pre-filled ticket information to ensure consistency in the way information about the ticket request is captured. A template also helps you to create tickets easily and accurately.

Where to Find This

TDNext is where ticket templates are created, modified, and used.  (Please note: Only a user with an Admin role can delete a template once it has been created.)

Navigate to Ticket Template:

• TDNext > Ticketing Application > Click gear icon, top right corner > select My Templates (for templates that you have already created, or have access to) or New Ticket Template (to create a brand new template to use)

Ticket Template Permissions

Ticket templates can be created by any users who have access to at least one Ticketing Application in TDNext. They cannot be created in the Client Portal.

Though all users can create a template visible to Just Me, other ticket visibility options - Only These Groups and Everyone - are restricted to those with an Admin role.

Template Visibility Options

The following template visibility options are available when creating a template:

• Just Me – Selectable by its owner for tickets in the application with the provided classification.
• Only These Groups (can only be updated by a user with an Admin role)– Selectable by users in the provided groups for tickets in the application with the provided classification.
• Everyone (can only be updated by a user with an Admin role) – Selectable for all tickets in the application with the provided classification. Users must have the Add Global Searches in ticketing security role permission to select this option.

Creating a Ticket Template

To create a ticket template:

1. In TDNext, click the Applications menu and select the desired Ticketing Application (This will be ITS Tickets for most users).
2. Click the gear icon in the top-right corner.
3. Select New Ticket Template from the dropdown menu.
4. Fill out the required fields, and any additional information that will make the template useful.
5. Click the Save button.

Modifying Your Ticket Templates

To edit one of your ticket templates:

1. In TDNext, click the Applications menu and select the desired Ticketing Application.
2. Click the gear icon in the top-right corner.
3. Select My Templates from the dropdown menu.
4. Click the template Name link.
5. Click the Edit button.
6. Make the desired changes to the template.
7. Click the Save button.

The Delete link at the right end of each template row can be clicked to remove the template.

Changing a Ticket Template Owner

A ticket template owner is the only one who can make changes to a template.  The template owner can only be updated by a user with an Admin role.