7.2 Ticket Templates

Question 1

How do ticket templates save time?

Answer 1

Applying standardized templates to common and high-volume tickets saves time by letting the system populate values from the template into fields on the ticket

Question 2

Where are ticket templates managed?

Answer 2

within the Ticket Templates application

Question 3

Requirements for a ticket template to be available to apply

Answer 3

template must be in ACTIVE status, and the template class must match the ticket class

Question 4

default classes of a ticket

Answer 4

Service Request, Problem, or Incident

Question 5

Ticket Classes

Service Request - describe

Answer 5

request for information, help, or service

Question 6

Ticket Classes

Problem - describe

Answer 6

issue with an unknown cause

Question 7

Ticket Classes

Incident - describe

Answer 7

disruption to normal service

Question 8

Why document work activities?

Answer 8

required to complete a SR or resolve a ticket

Question 9

What occurs when the template is applied to a ticket?

Answer 9

System generates child activity work orders

Question 10

Ticket template statuses

Answer 10

DRAFT
ACTIVE
INACTIVE

Question 11

What status is a ticket template when first created?

Status set by the system

Answer 11

DRAFT

Question 12

When do you change Ticket Template status to ACTIVE?

Answer 12

When you are ready for the template to be available to other users.

Question 13

For what reasons would you change the ticket template status to INACTIVE?

Answer 13

• You do not want users to have access to the template
• You are currently not using the template
• You want to keep a record of it for historical purposes

Question 14

How can work activities be documented in ticket templates?

Answer 14

activities can be manually added to a template

Job plans can also be added to a template to use an existing set of activities

Question 15

What ticket template status enables the template to be applied by users to records?

Answer 15

ACTIVE

Question 16

When to use DRAFT status for ticket templates

Answer 16

while in the process of creating or finalizing the new template

Question 17

What should you be mindful of when moving a ticket template out of status DRAFT?

Answer 17

Once you move the template out of DRAFT status, you cannot set it back to DRAFT.

Question 18

When a template is applied to a ticket

How many child activity work orders are generated?

Answer 18

1 for each activity in the template
(if job plan defined) based on attributes in the job plan