<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><style>
p {
margin: 0;
}
span.fr-emoticon.fr-emoticon-img {
background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle;
}
span.fr-emoticon {
font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0;
}
blockquote {
border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px;
}
blockquote blockquote {
border-color: #00bcd4; color: #00bcd4;
}
blockquote blockquote blockquote {
border-color: #43a047; color: #43a047;
}
table.grid {
border-collapse: collapse;
}
table.grid td,
table.grid th {
border: 1px solid #ddd;
}
.fr-fic.fr-dib {
display: block; margin: 5px auto;
}
.fr-fic.fr-dib.fr-fir {
text-align: right; margin: 5px 0 5px auto;
}
.fr-fic.fr-dib.fr-fil {
text-align: left; margin: 5px auto 5px 0;
}
.fr-fic.fr-dii {
float: none; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fil {
float: left; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fir {
float: right; margin: 5px auto;
}
img.fr-dib.fr-fir {
margin-right: 0; text-align: right;
}
img.fr-dib.fr-fil {
margin-left: 0; text-align: left;
}
img.fr-dib {
margin: 5px auto; display: block; float: none;
}
img.fr-bordered {
box-sizing: content-box; border: solid 5px #CCC;
}
img.fr-shadow {
box-shadow: 10px 10px 5px 0px #cccccc;
}
img.fr-rounded {
border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;
}
</style><style>
p {
margin: 0;
}
span.fr-emoticon.fr-emoticon-img {
background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle;
}
span.fr-emoticon {
font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0;
}
blockquote {
border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px;
}
blockquote blockquote {
border-color: #00bcd4; color: #00bcd4;
}
blockquote blockquote blockquote {
border-color: #43a047; color: #43a047;
}
table.grid {
border-collapse: collapse;
}
table.grid td,
table.grid th {
border: 1px solid #ddd;
}
.fr-fic.fr-dib {
display: block; margin: 5px auto;
}
.fr-fic.fr-dib.fr-fir {
text-align: right; margin: 5px 0 5px auto;
}
.fr-fic.fr-dib.fr-fil {
text-align: left; margin: 5px auto 5px 0;
}
.fr-fic.fr-dii {
float: none; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fil {
float: left; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fir {
float: right; margin: 5px auto;
}
img.fr-dib.fr-fir {
margin-right: 0; text-align: right;
}
img.fr-dib.fr-fil {
margin-left: 0; text-align: left;
}
img.fr-dib {
margin: 5px auto; display: block; float: none;
}
img.fr-bordered {
box-sizing: content-box; border: solid 5px #CCC;
}
img.fr-shadow {
box-shadow: 10px 10px 5px 0px #cccccc;
}
img.fr-rounded {
border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;
}
</style><style>
p {
margin: 0;
}
span.fr-emoticon.fr-emoticon-img {
background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle;
}
span.fr-emoticon {
font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0;
}
blockquote {
border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px;
}
blockquote blockquote {
border-color: #00bcd4; color: #00bcd4;
}
blockquote blockquote blockquote {
border-color: #43a047; color: #43a047;
}
table.grid {
border-collapse: collapse;
}
table.grid td,
table.grid th {
border: 1px solid #ddd;
}
.fr-fic.fr-dib {
display: block; margin: 5px auto;
}
.fr-fic.fr-dib.fr-fir {
text-align: right; margin: 5px 0 5px auto;
}
.fr-fic.fr-dib.fr-fil {
text-align: left; margin: 5px auto 5px 0;
}
.fr-fic.fr-dii {
float: none; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fil {
float: left; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fir {
float: right; margin: 5px auto;
}
img.fr-dib.fr-fir {
margin-right: 0; text-align: right;
}
img.fr-dib.fr-fil {
margin-left: 0; text-align: left;
}
img.fr-dib {
margin: 5px auto; display: block; float: none;
}
img.fr-bordered {
box-sizing: content-box; border: solid 5px #CCC;
}
img.fr-shadow {
box-shadow: 10px 10px 5px 0px #cccccc;
}
img.fr-rounded {
border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;
}
</style><style>
p {
margin: 0;
}
span.fr-emoticon.fr-emoticon-img {
background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle;
}
span.fr-emoticon {
font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0;
}
blockquote {
border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px;
}
blockquote blockquote {
border-color: #00bcd4; color: #00bcd4;
}
blockquote blockquote blockquote {
border-color: #43a047; color: #43a047;
}
table.grid {
border-collapse: collapse;
}
table.grid td,
table.grid th {
border: 1px solid #ddd;
}
.fr-fic.fr-dib {
display: block; margin: 5px auto;
}
.fr-fic.fr-dib.fr-fir {
text-align: right; margin: 5px 0 5px auto;
}
.fr-fic.fr-dib.fr-fil {
text-align: left; margin: 5px auto 5px 0;
}
.fr-fic.fr-dii {
float: none; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fil {
float: left; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fir {
float: right; margin: 5px auto;
}
img.fr-dib.fr-fir {
margin-right: 0; text-align: right;
}
img.fr-dib.fr-fil {
margin-left: 0; text-align: left;
}
img.fr-dib {
margin: 5px auto; display: block; float: none;
}
img.fr-bordered {
box-sizing: content-box; border: solid 5px #CCC;
}
img.fr-shadow {
box-shadow: 10px 10px 5px 0px #cccccc;
}
img.fr-rounded {
border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;
}
</style><style>
p {
margin: 0;
}
span.fr-emoticon.fr-emoticon-img {
background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle;
}
span.fr-emoticon {
font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0;
}
blockquote {
border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px;
}
blockquote blockquote {
border-color: #00bcd4; color: #00bcd4;
}
blockquote blockquote blockquote {
border-color: #43a047; color: #43a047;
}
table.grid {
border-collapse: collapse;
}
table.grid td,
table.grid th {
border: 1px solid #ddd;
}
.fr-fic.fr-dib {
display: block; margin: 5px auto;
}
.fr-fic.fr-dib.fr-fir {
text-align: right; margin: 5px 0 5px auto;
}
.fr-fic.fr-dib.fr-fil {
text-align: left; margin: 5px auto 5px 0;
}
.fr-fic.fr-dii {
float: none; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fil {
float: left; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fir {
float: right; margin: 5px auto;
}
img.fr-dib.fr-fir {
margin-right: 0; text-align: right;
}
img.fr-dib.fr-fil {
margin-left: 0; text-align: left;
}
img.fr-dib {
margin: 5px auto; display: block; float: none;
}
img.fr-bordered {
box-sizing: content-box; border: solid 5px #CCC;
}
img.fr-shadow {
box-shadow: 10px 10px 5px 0px #cccccc;
}
img.fr-rounded {
border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;
}
</style><style>
p {
margin: 0;
}
span.fr-emoticon.fr-emoticon-img {
background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle;
}
span.fr-emoticon {
font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0;
}
blockquote {
border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px;
}
blockquote blockquote {
border-color: #00bcd4; color: #00bcd4;
}
blockquote blockquote blockquote {
border-color: #43a047; color: #43a047;
}
table.grid {
border-collapse: collapse;
}
table.grid td,
table.grid th {
border: 1px solid #ddd;
}
.fr-fic.fr-dib {
display: block; margin: 5px auto;
}
.fr-fic.fr-dib.fr-fir {
text-align: right; margin: 5px 0 5px auto;
}
.fr-fic.fr-dib.fr-fil {
text-align: left; margin: 5px auto 5px 0;
}
.fr-fic.fr-dii {
float: none; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fil {
float: left; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fir {
float: right; margin: 5px auto;
}
img.fr-dib.fr-fir {
margin-right: 0; text-align: right;
}
img.fr-dib.fr-fil {
margin-left: 0; text-align: left;
}
img.fr-dib {
margin: 5px auto; display: block; float: none;
}
img.fr-bordered {
box-sizing: content-box; border: solid 5px #CCC;
}
img.fr-shadow {
box-shadow: 10px 10px 5px 0px #cccccc;
}
img.fr-rounded {
border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;
}
</style><style>
p {
margin: 0;
}
span.fr-emoticon.fr-emoticon-img {
background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle;
}
span.fr-emoticon {
font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0;
}
blockquote {
border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px;
}
blockquote blockquote {
border-color: #00bcd4; color: #00bcd4;
}
blockquote blockquote blockquote {
border-color: #43a047; color: #43a047;
}
table.grid {
border-collapse: collapse;
}
table.grid td,
table.grid th {
border: 1px solid #ddd;
}
.fr-fic.fr-dib {
display: block; margin: 5px auto;
}
.fr-fic.fr-dib.fr-fir {
text-align: right; margin: 5px 0 5px auto;
}
.fr-fic.fr-dib.fr-fil {
text-align: left; margin: 5px auto 5px 0;
}
.fr-fic.fr-dii {
float: none; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fil {
float: left; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fir {
float: right; margin: 5px auto;
}
img.fr-dib.fr-fir {
margin-right: 0; text-align: right;
}
img.fr-dib.fr-fil {
margin-left: 0; text-align: left;
}
img.fr-dib {
margin: 5px auto; display: block; float: none;
}
img.fr-bordered {
box-sizing: content-box; border: solid 5px #CCC;
}
img.fr-shadow {
box-shadow: 10px 10px 5px 0px #cccccc;
}
img.fr-rounded {
border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;
}
</style><style>
p {
margin: 0;
}
span.fr-emoticon.fr-emoticon-img {
background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle;
}
span.fr-emoticon {
font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0;
}
blockquote {
border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px;
}
blockquote blockquote {
border-color: #00bcd4; color: #00bcd4;
}
blockquote blockquote blockquote {
border-color: #43a047; color: #43a047;
}
table.grid {
border-collapse: collapse;
}
table.grid td,
table.grid th {
border: 1px solid #ddd;
}
.fr-fic.fr-dib {
display: block; margin: 5px auto;
}
.fr-fic.fr-dib.fr-fir {
text-align: right; margin: 5px 0 5px auto;
}
.fr-fic.fr-dib.fr-fil {
text-align: left; margin: 5px auto 5px 0;
}
.fr-fic.fr-dii {
float: none; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fil {
float: left; margin: 5px auto;
}
.fr-fic.fr-dii.fr-fir {
float: right; margin: 5px auto;
}
img.fr-dib.fr-fir {
margin-right: 0; text-align: right;
}
img.fr-dib.fr-fil {
margin-left: 0; text-align: left;
}
img.fr-dib {
margin: 5px auto; display: block; float: none;
}
img.fr-bordered {
box-sizing: content-box; border: solid 5px #CCC;
}
img.fr-shadow {
box-shadow: 10px 10px 5px 0px #cccccc;
}
img.fr-rounded {
border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;
}
</style><style>
p {
margin: 0;
}
span.fr-emoticon.fr-emoticon-img {
background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle;
}
span.fr-emoticon {
font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0;
}
blockquote {
border-left: solid 2px #5e35b1; color: #5e35b1; margin-left: 0; padding-left: 5px;
}
blockquote blockquote {
border-color: #00bcd4; color: #00bcd4;
}
blockquote blockquote blockquote {
border-color: #43a047; color: #43a047;
}
table.grid {
border-collapse: collapse;
}
table.grid td,
table.grid th {
border: 1px solid #ddd;
}
.fr-fic.fr-dib {
display: block; margin: 5px auto;
}
.fr-fic.fr-dib.fr-fir {
text-align: right; margin: 5px 0 5px auto;
}
.fr-fic.fr-dib.fr-fil {
text-align: left; margin: 5px auto 5px 0;
}
</style><p><span style="font-size: 11pt;"><strong>In this guide we will cover:</strong></span></p><p><span style="font-size: 11pt;"><strong>- Creating a Template</strong></span></p><p><span style="font-size: 11pt;"><strong>- Creating New Template Groups</strong></span></p><p><span style="font-size: 11pt;"><strong>- Values Tab</strong></span></p><p><span style="font-size: 11pt;"><strong>- To-Do Lists</strong></span></p><p><span style="font-size: 11pt;"><strong>- Related Assets</strong></span></p><p><span style="font-size: 11pt;"><strong>- Child Templates</strong></span></p><p><span style="font-size: 11pt;"><strong>- General Configuration Options</strong></span></p><p id="isPasted"><strong>- Setting Custom Table Default Values</strong></p><p><span style="font-size: 11pt;"><strong>- Applying Templates</strong></span></p><p><span style="font-size: 11pt;"><strong>- Default Option on a Ticket Area</strong></span></p><p><span style="font-size: 11pt;"><strong>- Saving a Ticket Template Based on the Current Ticket</strong></span></p><p><br></p><p><br></p><p><strong>Admin Guides:</strong></p><ul><li><a href="https://usehalo.com/haloitsm/guides/1829/" rel="noopener noreferrer" target="_blank"><strong>Ticket Templates</strong></a></li><li><a href="https://usehalo.com/haloitsm/guides/1341/" rel="noopener noreferrer" target="_blank"><strong>Tickets General Settings</strong></a></li><li><a href="https://usehalo.com/haloitsm/guides/2055/" rel="noopener noreferrer" target="_blank"><strong>Ticket Types</strong></a></li></ul><p><strong>Related Guides: </strong></p><ul><li><a href="https://usehalo.com/haloitsm/guides/1780/" rel="noopener noreferrer" target="_blank"><strong>To-Do Lists</strong></a></li><li><a href="https://usehalo.com/haloitsm/guides/2029/" rel="noopener noreferrer" target="_blank"><strong>Project Templates Guide</strong></a></li><li><a href="https://usehalo.com/haloitsm/guides/1937/" rel="noopener noreferrer" target="_blank"><strong>Ticket Areas</strong></a></li></ul><p>Creating and using Ticket Templates can enhance your productivity and streamline your agents' working habits.</p><p><br></p><p><strong><span style="font-size: 14pt;">Creating A Ticket Template</span></strong></p><p>Head to Configuration > Tickets > Templates, the list here is the complete list of Ticket Templates. Choose if you would like to create a new Ticket or Child Ticket Template using the entitiy dropdown. </p><p data-pasted="true">Click "New" to make a new ticket template, or edit an existing one by clicking on it and pressing "Edit". </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjczYmMzYTE1LWM5YzgtNGUxYi1iMDk0LWQ2OGMzODNjOTNhMSJ9.TBL4K-p76ZWCjfITiqd9jAGW6ojAt88nRdWgLo7Zn5Y" class="fr-fic fr-fil fr-dib" width="1171" style="width: 1173px; height: 599.148px;" height="599"></p><p><strong><span style="font-size: 10pt;">Fig 1. Creating a new Ticket Template</span></strong></p><p><br></p><p>On the Details screen you find the name, group for which it belongs to, whether end-users can use the template and in the top bar beside the edit button (after creating and saving the template) you can add access control, to restrict by agents, teams, etc.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM0NDFjYmQ3LWFlZGItNGVmNC1hYTA4LTcwMzY0NGUxNTcwYSJ9.m_R2YhaPnseKlUnELQmNA7L9Ymv5u0j74euLtw0X22o" class="fr-fic fr-fil fr-dib" width="917" style="width: 919px; height: 379.666px;" height="380"></p><p><strong><span style="font-size: 10pt;">Fig 2. The Details Tab of Ticket Templates</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Creating New Template Groups</span></strong></p><p>The 'Group' presented in Figure 2 is used as a means of grouping different Ticket templates - over time the list of templates will grow to be rather large and will compose of various types of work (Projects, Requests etc..) so it is advised that you group these templates accordingly.</p><p><br></p><p>New template groups can be created by clicking the "Edit Template Groups" button in Configuration > Tickets > Templates, or by heading to Configuration > Advanced Settings> * Click the Lookup Codes Button*, and selecting the 'Auto Request Groups' list.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjliMDM4ZTVjLWJkMGQtNDY2MC1iMGJhLWM4Y2FiNDYzOGYwOCJ9.nqtLF0FxZOwb1F4DhPQfAUJL4C5hPTvFtswkgNETuOU" class="fr-fic fr-fil fr-dib" width="1220" style="width: 1222px; height: 198.93px;" height="199"></p><p><span style="font-size: 10pt;"> <strong>Fig 3. Edit Template Groups button</strong></span></p><p><br></p><p><em><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc4YjhiNWYyLTBlMDQtNDU1ZC1iMjU4LTM4YWU1ODEyNmMxZCJ9.9B5Wno7Ngf6dt2DVPtbpIS8HMZmEyP-mUxfcdeGhXug" class="fr-fic fr-fil fr-dib" width="1219" style="width: 1221px; height: 465.694px;" height="466"></em></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 4. Auto Request Groups</span></strong></p><p><br></p><p>Your new Template Group will need a Sequence to determine the order in determine where it shows within the list, and Name to display.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRlODVlNTM0LTEyYjYtNGU4OS1iYTVjLTQyNTNhZjA1ZDk5MSJ9.m5hl93o-hlnGSD6YD42DI6kA7fbToXmQ7WJJf1lFK5M" class="fr-fic fr-fil fr-dib" width="709" style="width: 711px; height: 328.779px;" height="329"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 5. Creating new Ticket Template Groups</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Values Tab</span></strong></p><p>Under the 'Values' tab, you will find the following fields:</p><p><br></p><ul><li><strong>Ticket Type</strong> - This is the Ticket type that will be used when this Template is applied.</li><li><strong>Summary </strong>- This will be the summary/title of the Ticket when this Template is applied. <em>Note $_variables can be used here.</em></li><li><strong>Details </strong>- This will be the core details of the Ticket when this Template is applied. <em>Note $_variables can be used here.</em></li><li><strong>Status </strong>- This will be the initial Status of the Ticket when this Template is used</li><li><strong>Team/Agent </strong>- Between these two fields, you can assign Tickets using this Template to a given Team/Agent.</li><li><strong>Show to End User </strong>- Here, you can specify whether Tickets using this Template are visible on the Self-Service Portal.</li><li><strong>Exclude from SLA </strong>- Here, you can specify whether Tickets using this Template are excluded from SLA considerations (for Project/Project Task templates, you will likely want to check this box)</li></ul><p><br></p><p>The values tab is where the main actions of the ticket template come into use. The values you input here will appear on the ticket type chosen when the template is applied. These do not include custom fields.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM5OGNjNGE3LWM4ZTYtNGI5MS05MWQxLTRlYWExN2MyMmI0NyJ9.nKUB4yV1pPV6yD8JLs05-Fm0rCD52bYPq8YnGT61WD8" class="fr-fic fr-fil fr-dib" width="1225" style="width: 1227px; height: 709.578px;" height="710"></p><p><strong><span style="font-size: 10pt;">Fig 6. The Values Tab of a Ticket Template</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">To-Do Lists</span></strong></p><p>It is also possible to add a <a href="https://usehalo.com/haloitsm/guides/1780/" rel="noopener noreferrer" target="_blank"><strong>To-Do list</strong></a> that will pre-populate in the ticket. This is a list of check boxes which are added to the ticket as prompts for your agents. </p><p><br></p><p>The "Child Template" feature allows you to create a child ticket populated with details, listed as before, but as a child ticket linked to the ticket with the original template. This can be used to create a series of tasks that need to be completed on the raising of a new ticket. This popular for those looking to use the system for project management.</p><p><br></p><p><strong><span style="font-size: 14pt;">Related Assets</span></strong></p><p>The "Related Assets" tab can pre-configure specific assets to be linked to tickets, and any tickets with this template applied will use them.</p><p><br></p><p><strong><em>Note: For the assets to show on the ticket, the "Assets" field must be added to the field list of the ticket type that the template uses.</em></strong></p><p><br></p><p>Any assets linked on the ticket before the template is applied will be overwritten, and if this field is blank it will also remove any previously linked assets.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE2NTBkMTBmLTM3MGItNDAwZC04MGRjLTNkNWJkZTE0NmQwOCJ9.kkS5V8HbzsONIsF2oeOSIDyudhi45kMMqO0CN8Utu0s" class="fr-fic fr-fil fr-dib" width="586" height="244"></p><p><strong><span style="font-size: 10pt;">Fig 7. Related Assets tab.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Child Templates</span></strong></p><p>Adding Child Templates to a Parent Template is particularly useful when it comes to templating Projects. While the 'values' tab on the parent template establishes the details for the parent Project, the configuration of the Child Templates establishes the details for the Project Tasks.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjYyYTlmYjc4LWQ0MjctNDg4OS1iYjE3LWRlM2NlMmYxZjgxMyJ9.FMvMDVPNZwzHF9fMM290Vn8VN7M2_HqMOlCnou34G5E" class="fr-fic fr-fil fr-dib" width="1319" style="width: 1321px; height: 385.563px;" height="386"></p><p><strong><span style="font-size: 10pt;">Fig 8. Creating Child Templates</span></strong></p><p><br></p><p>After clicking 'Add', choose a Child Template or create a new Child Template by clicking "New":</p><p><br></p><p style="text-align: left;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdhYjk3NGUyLTJmYTYtNDBjYy1iYWNkLTIzMTQ4NDQ5ZjFjOSJ9.BEBh-s5PwUkUR2z9v4Vedvge4Hw4ZVeDj2uMHfzS6gQ" width="663" height="318" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; max-width: none !important;" class="fr-fic fr-fil fr-dib"></p><p><br></p><p><strong><span style="font-size: 10pt;">Fig 9. Adding Child Templates - either via existing template selection or by creating a New Child Template</span></strong></p><p><br></p><p>Once you have created and added your Child Template to the table below, you will be presented with a series of options for the Child Template the same as the options found on the Parent Template. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU3MjE5OTVjLTU4YmEtNDhjYy1iYmFhLWRmY2Y3ZjhjYWE3MSJ9.YZnng33iyoa_WrIZyw77SE2gDfR3XmW4aQgS0hj258c" class="fr-fic fr-fil fr-dib" width="1217" style="width: 1219px; height: 386.054px;" height="386"></p><p><strong><span style="font-size: 10pt;">Fig 10. Clicking Edit *Pencil Icon* on The Child Template On The Table</span></strong></p><p><br></p><p>You can also add creation rules, for more information checkout the <a href="https://usehalo.com/haloitsm/guides/2029/" rel="noopener noreferrer" target="_blank">Project Templates Guide</a>.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImYyOGMxYTM4LWFmYjAtNDBhNS1iNjg4LTlhYTViNjBiNWVjZiJ9.kT6kdcQmSrC2qQsiI0OlrgqdGyCqlF93eMN9JiQxTSs" class="fr-fic fr-fil fr-dib" width="1223" style="width: 1225px; height: 302.145px;" height="302"></p><p><strong><span style="font-size: 10pt;">Fig 11. Child Template Options</span></strong></p><p><br></p><p>Note the tabs in <strong>Figure 9</strong> are very similar to the options found on the Parent Template.</p><p><br></p><p><strong><span style="font-size: 14pt;">General Configuration Options</span></strong></p><p>You can also configure the two following settings to determine how templated tickets should behave when closed:</p><p><br></p><p>Under Configuration > Tickets > Ticket Types, select a Ticket Type, and head to the settings tab.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjEwYjA5NThlLTFlMmMtNDgwOS05YjMxLTc1ZDM3MGU5YTM3ZSJ9.Tt1xSCqceQKllDMjq_LdttWsjheWs0MqjHKto0thDvc" class="fr-fic fr-fil fr-dib" width="862" style="width: 864px; height: 353.286px;" height="353"><strong><span style="font-size: 10pt;">Fig 12. Ticket Type Setting</span></strong><span style="font-size: 10pt;"><br></span><br></p><p>Under Configuration > Tickets > General Settings.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRiYmE3OGQ2LWQwODMtNGRjYy05NDQ5LTIzMGM5NjA1NTc0MSJ9.DCRrlQlUGu0hI95g8_BiT727acgAE8LNjX97HG8XJsk" class="fr-fic fr-fil fr-dib" width="859" style="width: 861px; height: 210.207px;" height="210"><strong><span style="font-size: 10pt;">Fig 13. Tickets General Setting</span></strong></p><p><br></p><p>The Templates and Child Templates become very powerful and enable your agents to have tailored specifications dependent on how they work.</p><p><br></p><p>From v2.238+, to prevent newly added child templates from being created on pre-existing tickets wit the template applied, select "Do not update existing Tickets/Projects with new children added to templates" in Configuration > Tickets > General Settings. </p><p><br></p><p><span style="font-size: 14pt;"><strong>Setting Custom Table Default Values</strong></span></p><p>If you have a Ticket Type with fields contained within a Custom Table added to it, you can set default values for these fields on a Ticket Template. Select the Ticket Type with the Custom Table on the Template, then scroll to the bottom of the "Values" tab. Expand the "Additional Fields" dropdown, and the Custom Table will show here.</p><p><br></p><p>Click "Add" to set a default value for each field within that table.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk4MzhiNTAyLTQ4YjgtNDIyNi1hNjg1LThmOWM5ZDBkYWU5ZSJ9.8n8DH_lkjwBMKRQPCeSCQld0ItRcEYZ_FsIK36UYghM" class="fr-fic fr-fil fr-dib" width="1485" height="201"></p><p><strong><span style="font-size: 10pt;">Fig 14. Custom Table defaults.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Applying Templates</span></strong> </p><p>Now you have a new Template created, you should be able to apply this at the point of creating a new ticket.</p><p>On the ticket creation screen, click 'Apply a Template' This can be used for Projects or Tickets depending on the Ticket Type selected on the values tab.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjljMjcyMjUwLWM1OTYtNDg0MS05YWM2LWUzMGI3OWE1MzI4MCJ9.k9biQyTANNcZsqFuxdzzpJ5S9aFcMbWfEH_xuK08Z4Y" class="fr-fic fr-fil fr-dib" width="1185" style="width: 1187px; height: 250.589px;" height="251"></p><p><strong><span style="font-size: 10pt;">Fig 15. Applying a Ticket Template</span></strong></p><p><br></p><p>And select your recently created Template.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk5ZmNjM2M1LTA1Y2MtNDgzNi05MzAzLTNkOGRiMDExNmRmOSJ9.kUi8SaOZPROeAZJZXvS2neAxFTJ1z08kxLv4imBzgiY" class="fr-fic fr-fil fr-dib" width="614" height="534"></p><p><strong><span style="font-size: 10pt;">Fig 16. Selecting a Ticket Template to Apply</span></strong></p><p><br></p><p><span style="font-size: 12pt;" id="isPasted"><strong>Filtering for Templates by Group</strong></span></p><p>Using the dropdown you can filter the Templates shown by the Template Group. For example, if I want to add a Project template, I can filter down my templates to only show those that I have added to the "Project" group.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFhMzgxMjQwLWE3ZGYtNGI0MS1hZjJlLWEyOTk4ZDE3MmQ5NyJ9.2CzRV_QlyxV1OGaWchIc-aw2ePgMUxu6wH1dVGlOoLU" class="fr-fic fr-fil fr-dib" width="607" height="241"></p><p><strong><span style="font-size: 10pt;">Fig 17. Filtering Templates by Group.</span></strong></p><p><br></p><p>From v2.236+ you will also be able to search for a specific Template on this modal window. </p><p><br></p><p><span style="font-size: 14pt;" id="isPasted"><strong>Default Option on a Ticket Area</strong></span></p><p>To decide which Ticket Types appear under what areas of Halo, you can configure them in Configuration > Tickets > Areas</p><p>Checkout this <a href="https://usehalo.com/haloitsm/guides/1937/" rel="noopener noreferrer" target="_blank">Ticket Areas Guide</a> for more information on configuring Areas.</p><p><br></p><p><span style="font-size: 11pt;">Within Configuration > Tickets > Areas you can set the default Template Group from the Details tab.</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImUzNWViMDEwLWZiZTItNGY2NS05MzU3LTdmMWI4ZWI2N2RjZCJ9.svZvx4O6EobCpOThjb6qLAf1KzNIyroQgRBN6bFVS08" class="fr-fic fr-fil fr-dib" width="493" height="931"></span><span style="font-size: 10pt;"><strong>Fig 18. Default Template Group Set per Area.</strong></span></p><p><br></p><p><span style="font-size: 11pt;">Should any option other than "All Templates" be chosen here, Templates available to use within this Area will be limited to the group specified here. </span></p><p><br></p><p><span style="font-size: 14pt;" id="isPasted"><strong>Saving a Ticket Template Based on the Current Ticket</strong></span></p><p id="isPasted">This copies the functionality of the "Save as a new template" option on the new Ticket and Ticket details screen to an action. The same values will be saved to the Template when using the Action</p><p><br></p><p>This can be configured by selecting the System Use "Save as a new Template" when configuring an Action (Configuration > Tickets > Actions):</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFhMTU3ODc5LWQ5NDktNDdiMS1hN2RhLWM3MDEyNWY3MjUyNyJ9.4tAZem0r6AbfK0Win-xaRBPe0ockWj0VgN2KKyOnQI0" class="fr-fic fr-fil fr-dib" width="1244" style="width: 1246px; height: 397.057px;" height="397"></p><p><strong><span style="font-size: 10pt;">Fig 19. Save a New Template System Use</span></strong></p><p><br></p><p><span style="font-size: 11pt;">It is important to set the Action to be a Quick Action and you will likely want to tick on "Hide from end user" from within the Defaults tab. After saving the Template, you will get fields populated such as the name of the Template will correspond to the subject of the Ticket. The details of the Ticket Template will be the original Ticket details of the Ticket the Template was created from, the Agent and other fields will also be pre-populated.</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdlZmExMmIwLWRmYWMtNGMwZi04NGZhLWQwNmZiNjA4YWE3OSJ9.gwa8cDC9wt_rncb8mvCtyVnfDg5-_pngSF-dsSNKs_w" class="fr-fic fr-fil fr-dib" width="800" height="795"></span></p><p><strong><span style="font-size: 10pt;">Fig 20. New Template Created</span></strong></p><p><br></p><p>The original Ticket details, the templated fields have been highlighted:</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZiNTAwNDg3LTljZmUtNDEzYy1iMTBkLWRjNTQ1MzIzMWE2MCJ9.bvKOOGhNZnbMfD7Wv4ce8RDwCDZ21m6sQQXRptC6SiE" class="fr-fic fr-dii" width="975" style="width: 977px; height: 637.554px;" height="638"></p><p><strong><span style="font-size: 10pt;">Fig 21. Original Ticket Details</span></strong></p><p><br></p><p>When the action is used on a ticket, the new Template ID will populate on the Action, you can append this on the URL below to find the Template ID in Configuration:</p><p>/config/tickets/templates?id=X</p>
