Create a support ticket template

A support ticket template can be created by a system administrator or approver.

To create a support ticket template as a system administrator:

1. Click Support Tickets on the top navigation bar.

2. From the left navigation pane, select Templates.

3. Click Create.

4. Configure support ticket template parameters as needed.

Table-1 Configuring support ticket template parameters

Parameter	Description
Name	Specify a name for the support ticket template.
User Role	Specify a user role. Options include Organization Administrator and User.
Organization	Specify the organization that uses the template.
Issue Categories	Select issue categories. You can manage issue categories on the Issue Categories tab.
Approver	Select an approver. You can select multiple approvers. If you select multiple approvers, all of them can see the support ticket, but only one approver can process the support ticket until the support ticket is completed.

 

5. Click OK. A newly created support ticket template is in disabled state by default.

6. To enable the support ticket template, click Enable. Make sure no configuration item in the support ticket template conflicts with that in other enabled support ticket templates or support tickets being processed.

7. In the dialog box that opens, click OK.

To create a support ticket template as an approver:

8. Click System on the top navigation bar.

9. From the left navigation pane, select System Settings > Operations Settings.

10. On the Support Ticket Settings menu, click Create.

11. Configure the workflow template parameters.

12. Click OK.