Creating and managing Quick Templates

You can create templates for the items in your containers, such as for tickets in a workspace. When creating tickets for issues that occur frequently, agents and customers can use these templates to avoid having to fill in every field in the ticket each time.

You can create links between multiple quick templates and a master quick template. When users apply a quick template to a ticket, the values defined in the quick template are written to the ticket. If you want to configure templates for sending email notifications, see Configuring email templates.

The following topics are provided: 

Creating a quick template

  1. Open the item for which you want to create a template:
    1. Click the Administration tab.
    2. In the appropriate section, click the name of the container or click Manage to open the container Administration page, and then double-click the container.
    3. In the left pane, click the item link (such as Record Definitions in workspaces or Contacts in address books).
      The Items page appears.
    4. Double-click the item that you want to modify.
  2. In the left pane, click Quick Templates.
    The Quick Templates pane appears.
  3. Click New Template.
    The New Quick Template pane appears.
  4. In the Name field, type a name for this template that identifies its purpose.
  5. (Optional) In the Description field, type a useful description of this template.
    You may want to define a naming convention for template names to make their purpose easily understood by administrators for this container.
  6. In the Forms section, select the forms where you want this Quick Template to be available.
  7. 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.
      This field is used for stand-alone Quick Tickets and subtask tickets but not for Master Quick Tickets. Users cannot modify inherited values when the ticket is created, but they can edit the ticket afterward and modify those values then. Remember to add the link before trying to implement the template. Instructions are in step 8.
    5. Click Add Value.
    6. To select additional fields, repeats steps a through e.
  8. (Optional) To link this template to another template:
    1. Make sure that the template to which you want to link already exists in this container and has been published.
    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 type of link.
    5. In the Quick Template field, select the template to which you want to link.
    6. Click Add.
      The link appears in the list
  9. Click Save Quick Template.
  10. 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.

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Editing, copying, or deleting a Quick Template

You can edit any quick template defined in items for which you are authorized, even if the template was created by another user. You can also create a copy of a quick template if you want to capture similar information. After the quick template is copied, the linked templates are also applied to the copied template. Copying a quick template enables you to copy the existing fields but also allows you to modify the required field values. You can delete quick templates that are not longer useful.

  1. Open the item for which you want to modify a quick template:
    1. Click the Administration tab.
    2. In the appropriate section, click the name of the container or click Manage to open the container Administration page. Then double-click the container.
    3. In the left pane of the container details page, click the item link (such as Record Definitions in workspaces or Contacts in address books). 
    4. In the item page, double-click the item that you want to modify.
  2. In the left pane, click Quick Templates
  3. On the Quick Templates pane, perform one of the following actions:

    To edit a quick template
    1. Select the template you want to modify and click Edit.
    2. Modify the NameDescription, and Forms fields as needed.
    3. To modify a field in the Field Values section:
      1. Select the field in the list and click Update.
        The values appear in the active row above the list.
      2. Modify the values as needed and click Update Value.
        For more information, see Creating and managing Quick Templates.
    4. To delete a field from the Field Values section, select the field and click Delete.
      The field is deleted from the list.
    5. Click Save.
    To copy a quick template
    1. Select the existing quick template that you want to copy.
    2. Click Copy and a template tab with the same name appended with the word Copy appears.
      For example, Email Notification Copy.
    3. (Optional) In the Name field, modify the name of the new template. 
    4. Make the other required modifications to the template.
    5. Click Save.
    To delete a quick template
    1. Select the template you want to remove and click Delete.
    2. In the Confirm dialog box, click Yes.
  4. Click Save.
  5. To implement your changes, in the breadcrumb trail, click the container link and then click Save and Publish.

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Related topics

Configuring Master Quick Templates

Configuring items

Configuring templates

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