Item templates, also called ticket or task templates, refer to the ability to create new tickets or tasks with default or pre-populated values. For instance, you may want to create a new task with the priority and description already set, allowing you to save time.
In OneDesk, you and your users can create tickets or tasks with the internal creation form. The internal forms are accessed from the ‘Add’ button on the top menu.. You can also have multiple forms for each ticket or task type. Each of these forms can have different properties, as well as default values. Configuring multiple forms with set defaults enables your team to create new tickets or tasks quickly.
This video will cover using multiple forms for item templates and how to configure your internal forms with your desired properties and default values. This video covers configurations for internal forms, accessed from the add menu here. These are user-facing only.
To configure or create an internal form, go to Administration and Forms.
Here you will find your form settings and configuration. The forms are first broken down by tickets and tasks and then further divided by each enabled ticket or task type. Each ticket or task type can have multiple forms.
For example, here I have Tickets, then below that a ticket type called ‘ticket,’ and two forms for that type. The next block is a ticket type called ‘onboarding,’ with one form for this type. You can see, edit, and create new forms here. For information on ticket or task types see related articles and videos.
As mentioned, a common use case for multiple forms is item templates. Item templates refer to the ability to create a ticket/task with most properties already filled out for you. For example you may have a common service you offer your customers. Perhaps, when creating a new ticket for this service it almost always needs to go into the same project or includes the same details. This situation is a perfect use case for an additional form. You can create a separate form, named for this service, that has the project and description already set as the default values.
Let’s run through an example. I have this ticket type called ‘onboarding’ here. Let’s say I have two common onboarding situations, one for customers and another for employees. Let’s create and configure another form for these onboarding services.
First let’s create a new form. Select the create a new form button at the top of the settings page. Select the item type you want to create the form for, in this case ‘onboarding’ ticket type. The form will appear on your forms list and we can now edit the form.
Select the pencil icon beside the form you wish to edit to open the edit form popup.
The menu name is the name of your form as it appears in the admin settings, the Add menu, and inside the form title. I will name my form, employee onboarding. The Form Title displays within the creation form. I will give it a title.. And the Subtitle Displays under the form title within the creation form. We can add some descriptive text here.
You can edit which properties will appear when creating the item using this form. Select ‘Add Another Property to the Form’ to select a new property. For my employee onboarding form, I want my ‘Department’ custom field here, so we will add that.
Hover over the property rows then click and drag the icon to the left of the property name to reorder the properties. This action reorders how the properties are displayed in the creation form.
You can also set if a property is required or not. Note that the Name, Project, and Type are required by default. I am going to set my department field as required.
You can also remove a property by selecting the ‘X’ icon. The Name, Project and Type are required fields and cannot be removed.
Next let’s set default values for properties meaning those properties will be filled in with that information when creating the ticket/task using this form. Note: that you can still edit a default before creation. To set a default, hover over the ‘Default value’ column and select the pencil icon that appears to set the default value. Let’s say for my employee onboarding service here, I want by default, someone to be assigned to this ticket and for it to have a description.
Close the window when you’re ready and your changes will be saved.
Finally if you change your mind or make a mistake, you can delete a form by clicking the trash icon beside the form you want to delete. Note that you cannot delete your default form. If you want to delete the form, first set a new default.
Now let’s see what our template looks like. Click the add button and we will create a new ticket using the employee onboarding form we just configured. Here you can see the various configurations we made. Our properties such as department are included, and our defaults are our set. It is now easier to create a new employee onboarding ticket. If you have any questions feel free to reach out through live chat or at support @onedesk.com