Creating and managing form templates

To help ensure accuracy and completeness, you can use a form template to create records. Templates help you configure commonly used workflows, ensure consistency in the way information is captured, increase productivity and efficiency, and reduce errors. By using templates, you can pre-populate fields on a form, which reduces the need to enter commonly used data. Templates are useful if your data must use a standard format. Track-It! provides an ability to define and apply templates for the ticket and assignment records. You must have system administrator permission to create and manage form templates.

The following topics are provided:

Video

The following video (15:01) presentation provides information about ticket templates and Assignment status progression in Track-It!

https://youtu.be/im59NOyYH5E

Key considerations

  • You can create templates for ticket and assignment records.
  • Although you can edit a template, you cannot change the record type for which it was created.
    For example, you can edit a template that is created for tickets, but you cannot change the template and use it to create assignments.
  • You can create templates that can be used by specific groups.
    For example, you have a group whose expertise is resolving HR tickets. You can create a template that can be specifically used by technicians belonging to this group.
  • You can assign form templates to the requestors, which they can use to create tickets.
  • You can save the customized form as a template. For more information, see Customizing forms for groups.
  • When using the template to create a record, only the fields that are added to the template as default values are populated. The users must enter values manually for the other fields on the record form.

Out-of-the-box templates

Track-It! provides the following out-of-the-box templates:

Record typeTemplate name
TicketNew Hire
Terminate User
AssignmentAssign a Location for the New Hire
Assign a Phone for the New Hire
Configure the New Hire Workstation
Disable the User's Access
Disable the User's Workstation
Remove the User's Phone
Deactivate a User from a Location

Before you begin

  • Based on your requirements, use form customization to add the preferred fields to the default Ticket and Assignment forms. For more information, see Customizing forms for groups.
  • The Select and apply template field must be added and enabled on the default form assigned to the Ticket and Assignment modules.
  • For linking Predecessors and Successors to an assignment template, you must first create the required assignment templates.
  • Ensure that you have configured the assignment status progression. For more information see Configuring assignment status progression.

Creating a template

  1. On the header bar, expand the hamburger menu , and select Configuration.
  2. Select Form Definitions > Form Templates.
  3. On the Form Templates page, click New.
  4. In the New Template dialog box, in the Template Information section, perform the following actions:
    1. From the Template For list, select one of the following record types:
      • Ticket
      • Assignment.
        The dialog box is refreshed after you select a record type and the field options are displayed based on your selection.
    2. In the Template Name field, enter an appropriate title for the template.
    3. (Optional) In the Template Description field, enter a short description about the template.
  5. In the Template Contents section, perform the following actions:
    1. From the Select Field list, select a field that you want to add to the template.
    2. In the box next to the field, select or enter a field value.
      The field next to the Select Field list changes based on the type of the selected field.
      For example, for fields such as Category and Status, you can select a value from the list. For text fields such as Email, you have to enter the information in the box.
    3. Repeat step no. 5a and 5b to add required fields to your template.
    4. (Optional) To change the value of a selected field, select the field in the selected fields list and change the value and click Update.
    5. (Optional) To remove any field, select the field and click Remove.
      You can remove multiple fields at a time.
  6. In the Template Availability section, perform the following actions:
    1. For the Used By option, choose any one of the following options:
      • To make the template available to all users, select Everyone.
      • To make the template available to specific groups, select Groups.
        In the All Groups list, double-click the groups that you want to add to the Selected Groups list.
    2. To make the template available to Self Service users, select the Display in Self Service check box.
    3. (Optional) To make the template unavailable, select the Mark as Inactive check box.
      Templates that are marked as inactive cannot be used to create records in Track-It! and Self Service.
  7. Click Save.

Linking assignment templates to a ticket template

You can link multiple assignment templates to a ticket template. When the ticket template is applied to a record, the linked assignments are created in the same order as the order of the linked assignment templates. When you create a record by using a template that has linked assignments, after you save the record, the linked assignments are created automatically. However, if the linked template does not contain any field, then the linked assignments are not created. If you unlink an assignment template, it does not delete or unlink the existing records that were created before you unlinked the assignment template.

  1. Create a required ticket template. For more information, see Creating a template.
  2. Navigate to the Form Templates page (hamburger menu ,select Configuration > Form Definitions > Form Templates).
  3. On the Form Templates page, select the required template and click .
  4. In the Details section, click Link Templates.
  5. In the Select from Templates dialog box, select a template and click OK.
  6. To add more templates, repeat steps 4 and 5.
  7. Click Save.
  8. (Optional) To unlink a template from the parent template, select a template and click Unlink.

Linking predecessors and successors to an assignment template

You can link multiple predecessors and successors to an assignment template. You must first select a parent ticket template and link the assignment templates to the parent ticket template, before linking the assignments as predecessors or successors. Linking predecessors and successors helps to establish a chronological sequence of events for various assignments linked to a ticket. The predecessor-successor relationship is a tree relationship, not a sequential one, and can have different workflows. Depending upon the workflow, there can be two or more assignments that need to be completed simultaneously. For more information about predecessors and successors, see Linking predecessors and successors to an assignment.

  1. Create a required ticket template. For more information, see Creating a template.
  2. Navigate to the Form Templates page (hamburger menu  , select Configuration > Form Definitions > Form Templates).
  3. On the Form Templates page, select the required template and click .
  4. In the Details section, in the Select Template to attach a workflow to list, select an appropriate ticket template.
  5. To add a predecessor, click the Predecessors tab and then click Link Predecessors.
  6. In the Select from Templates dialog box, select a template and click OK.
  7. To add a successor, click the Successors tab and then click Link Successors.
  8. Repeat step 6.
  9. To add more predecessors or successors, repeat steps 5 through 8.
  10. Click Save.
  11. (Optional) To unlink a template, select a template and click Unlink Successors or Unlink Predecessors.

Changing template display order

After you create templates, you can set an order in which templates are displayed in a module. The templates are displayed in the set order in the Select and apply template list in the Ticket or Assignment form in the Track-It! application and when requestors click the Common Requests button while creating a ticket in Track-It! Self Service. By default, the templates are displayed in alphabetical order.

  1. Navigate to the Form Templates page (hamburger menu , select Configuration > Form Definitions > Form Templates).
  2. On the Form Templates page, click the More Actions menu , and select Template Display Order.
  3. In the Template Display Order dialog box, in the Templates For list, select a record type: Ticket or Assignment.
    The dialog box is refreshed and the Templates box displays all the templates for the selected record type.
  4. In the Templates dialog box, select the required templates and use the Move Up and Move Down arrow buttons to set the display order.
  5. Click Save.

Copying, editing, or deleting a template

When you copy a template, the resulting template has the same contents as the original, but the Details section is not copied. This feature is useful when you need the same content for an issue but want to link different assignments to it.
When you delete a template, the system removes all references to the linked templates. The existing records created with a template are not deleted, but the template reference is not visible on those records. Also, the linked templates are not deleted.

  1. Navigate to the Form Templates page (hamburger menu  > Configuration > Form Definitions > Form Templates).

  2. In the Form Templates page, in the templates list, select the required template and perform one of the following actions:

    To copy the template
    1. Click the More Actions menu , and select Copy Template.
    2. In the Copy Template dialog box, in the Enter new Template Name field, enter a name for the new template.
    3. Click Save.
    To edit the template
    1. Click Edit.
    2. In the Template: templateName - Modify dialog box, edit the required fields.
    3. Click Save.
    To delete the template
    1. Click Delete.
    2. In the Delete Record dialog box, click Yes.

Related topics

Creating and managing tickets

Creating and managing assignments

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