Why It Matters
Ticket templates help standardize tickets created through the Service Catalog by automatically applying predefined ticket properties.
You can associate a template with a service item directly from the Form Builder.
How to Set It Up
Go to Service Catalog → Configure.
Open an existing service item or click New Service Item, then go to Form Builder.
1. Select a Ticket Category
From Form Properties, select the appropriate Category.
The Template field becomes available after a Ticket Category is selected and displays the relevant templates for that category.
2. Select a Template
From the Template dropdown, select the template you want to apply to tickets created through this service item.
Templates can prepopulate ticket properties such as priority, assignment group, and mandatory fields.
3. Configure Form Fields
Add the questions required for the request.
If a response should populate a specific ticket field, select the question and configure Populate Ticket Field → Maps To Ticket Field.
Explicit field mappings take precedence over values already populated by the selected template.
4. Preview and Publish
Use Preview to review the form, then click Save as Draft or Save & Publish.
Next Steps
Apply a template to a test service item and submit the form. Open the resulting ticket to verify that the expected template values and mapped responses have been applied.
