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Summary
Ticket Templates are based on Forms that are available in our instance of TeamDynamix. We have dozens of forms to choose from, but we'll just use the standard Service Request Form to go over this topic.
Ticket Template Fields Used
- For the Standard Request Form, these are the fields that get carried over to the actual ticket when it's generated
- Title
- Description
- Status
- Priority
- Location
- We use the Standard Ticket Form for our ADFS renewal scheduled tickets. Each year, we will need to modify the Description in the appropriate template to reflect the date of the change which is included in the body of the Description
- If you do populate the Requestor and Responsible fields in the template, those will carry over to the Scheduled Ticket when you create it. However, you can always modify these two fields when creating the Scheduled Ticket
Scheduled Ticket Fields Used
- A scheduled ticket has the following fields regardless of the classification (incident, request, change) or template
- Requestor (will inherit what was defined in the template, but can be overridden)
- Responsible (will inherit what was defined in the template, but can be overridden)
- Asset/CI: Only one Asset can be associated with a Scheduled Ticket. Once the ticket has been created, you can associated additional assets to the generated ticket itself
- Start Date: especially important when the Scheduled Ticket is created for a Change ticket since this will be the first day the change shows up in the ticket calendar
- End Date: again especially important for a Change ticket since it will show up in the ticket calendar.
- If the schedule ticket is a change, and we need to change the date the change happens the next year, remember to also update the Start/End date besides the schedule itself.