Managing templates

Templates make it possible to create multiple issues without having to fill in the same information every time. The issue fields are filled in once and the values are saved in a template. Then, new issues can be created quickly using the existing templates.

Templates are organized in groupings to help users categorize their templates and share them with other employees.

Templates and groupings are managed from the same screen. This screen also enables users to create new issues using templates. To open the New issue screen, go to Help Desk > New issue from template from the top menu.

Important

A template must be created inside a grouping.

1 There are three ways to create a template:
  1. A template can be created from an existing issue.

    In the issue screen, go to Edit > New template from the top menu. The template's creation window displays the issue's information. The desired values can be changed before saving the template.

  2. A template can be created manually starting from an empty template.

    In the New issue screen, click on in the Templates section. The fields in the template's creation window are empty and must be filled in before saving the template.

  3. A template can be duplicated.

    In the New issue screen, right-click on an existing template and click Duplicate template. The template's creation window displays the original template's information. The desired values can be changed before saving the template.

2 No matter how a template is created, the fields that must be filled in to create it are identical to the issue fields, except for the Identity section. This section must be filled in during the creation process for each new template:
Field Description
Code

Enter a code to identify the template. This code must be unique.

If the automatic numbering is set up for templates, this field can be left empty because the code will be determined automatically when the template is created.
Rank

Enter a rank number to determine the position in which the template is displayed inside its grouping.

If the field is left empty, the rank number is determined automatically and the new template is displayed after the other existing templates.
Label Give a name to the template.
Grouping

Select the desired grouping from the help list.

This list only shows the groupings created by the user.
3 When the fields are filled in, click Validate.

The template is created and displayed in the Templates section of the New issue screen. The new template is located in the sub-section that corresponds to the selected grouping.

1 In the New issue screen, right-click on the desired template in the Templates section, then click Edit template.

The edit window opens. The fields available are the same as the fields for Creating templates.

2 In the edit window, change the desired fields then click Validate.

The template is updated.

Important

Deleting a template cannot be reversed.

1 In the New issue screen, right-click on the desired template in the Templates section, then click Delete template.
2 Confirm the deletion.

The template is deleted.