Ticket templates
A tickets template serves as a template for the members of a service team to easily create frequently recurring tickets in that service. A member of the service team can select a template in the New ticket form using the Use Template command to populate the form with values according to that template.
Service team members can manage the templates for a given service by using a command in the Alvao WebApp main menu - Ticket templates.
If you want certain values to be filled in immediately when the new ticket form is displayed, assign a default ticket template to the service, see Administration - Service Desk - Services - Edit - New Ticket Form - Default ticket template.
You can also use the templates to automatically create new tickets periodically, see Ticket Templates - Schedule.
Permissions
| Permissions | Main solver | Manager | Solver | Requester |
|---|---|---|---|---|
| Create and edit | Yes | Yes | Yes | No |
| Use | Yes | Yes | Yes | No |
| Schedule | Yes | Yes | Yes | No |
Members of Administrators, Configuration administrators and Service Administrators groups have access to the Ticket templates page. They can set up Ticket templates without rights for specific service or access to specific SLA. (They can see all services and associated SLAs.)