Configuring Master Quick Templates

Sometimes a ticket must be split into separate subtasks. For example, the process to set up a new employee may consist of many steps, each performed by a different user. You can create parent-child relationships between tickets to manage complex processes, such as the new hire process, change management, and more. Subtasks can be created manually by an agent or can be created automatically by a Master Quick Template.

You can also link several Quick Templates not only by using the Master/Subtask link type but by using other link types such as Related Tickets, Ticket/Contact, Ticket/CI, and so on.

Master Quick Templates combine Quick Templates with Master Tickets and subtasks. Creating a Master Quick Template involves multiple steps. First you create a Master Ticket template that agents use to create a new Master Quick Ticket. Next, you design one or more subtask templates associated with the Master Ticket.

If you want subtask fields to inherit values from the Master Ticket, select this setting for the appropriate fields when creating the subtask Quick Template. When Master Tickets are created using a Master Quick Template, the identified values from the Master Quick Template are copied into the matching fields of the subtask ticket. When no values are defined in the Master Ticket for the inherited fields, the values defined in the subtask Quick Template are used.

When an agent saves a ticket using a Master Quick Template, the subtasks are created automatically.

The following topics are provided:


Make sure that:

  • The Quick Ticket templates that you want to link to the new Master Quick Template have been created and are ready for use. Also, make sure to create a Master/Subtask link for the Quick Template.  For more information, see Creating and managing Quick Templates and Configuring relationships.
  • The Master/Subtask relationship is already configured in the container.

To create a Master Quick Template

  1. Open the item for which you want to create a Master Quick Template:
    1. Click the Administration tab.
    2. In the appropriate section, click the container name or click Manage to open the container Administration page. Then double-click the container.
      The container details page appears.
    3. In the left pane, click the items link (Record Definitions, CIs, Contacts, and so on).
      The Item details page appears.
  2. In the left pane, click Quick Templates.
    The Quick Templates pane appears.
  3. Click New Template.
    The New Quick Template page appears.
  4. In the Forms section, select the forms where you want this Quick Template to be available.
  5. In the Field Values section:
    1. Click Add.
    2. In the Field list, select a field.
      Only the Title field is required.
    3. In the Value field, select or enter the appropriate value.
    4. Click Add Value.
    5. To select additional fields, repeats steps a through d.
  6. To link the Master Quick Template to another template:
    1. Make sure that the prerequisites have been met.
    2. In the left pane, click Linked Quick Template.
      The Linked Quick Templates page appears.
    3. Click Add Link.
    4. In the Link Type field, select the Master/Subtask: Subtask link type.
    5. In the Quick Template field, select the template to which you want to link.
    6. Click Add.
      The link appears in the list.
  7. Click Save Quick Template.
  8. Publish the container to implement your changes:
    1. In the breadcrumb trail, click the container link.
    2. Click Save and Publish.

      A confirmation message appears.

    3. Click Yes.

      The Publication Succeeded message appears, showing the number of errors and warnings.

To create a subtask Quick Template

  1. Follow steps 1 through 5 in To create a Master Quick Template.
  2. In the Field Values section:
    1. Click Add.
    2. In the Field list, select a field.
      Only the Title field is required.
    3. In the Value field, select or enter the appropriate value.
    4. (Optional) To inherit values for the selected field from a linked template, select Inherit from linked template.
    5. Click Add Value.
    6. To select additional fields, repeats steps a through e.
  3. Follow steps 6 through 8 in To create a Master Quick Template.

Related topics

Editing Master Quick Templates

Deleting Master Quick Templates

Editing Master and subtask templates

Deleting Master and subtask templates

Quick Templates

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