Ticket templates help technicians create consistent tickets faster by applying predefined values and field settings to commonly handled requests.
AssetSonar’s Templates module lets you create separate templates for Incidents, Requests, Problems, and Changes. You can also associate multiple templates with an ITIL Category, allowing technicians to select the template that best fits a ticket when creating it.
1. Access Ticket Templates
To access ticket templates, go to:
Setup → Templates
The Templates page organizes your templates into four tabs:
- Incidents
- Requests
- Problems
- Changes
Use these tabs to view and manage templates for each ticket type.
To create a template, click New Template and select the relevant ticket type to open the template editor.
Enter a Title and, if required, a Description for the template.
Under Ticket form, configure the fields that should be available when the template is used. You can:
- Enter predefined values for ticket fields.
- Mark fields as Mandatory.
- Mark fields as Hidden.
- Make fields Read only.
- Add additional fields to the template.
For example, you can create a hardware incident template with predefined Priority, Impact, Urgency, Category, or other relevant ticket information.
Click Save when you have finished configuring the template.
When a technician selects this template while creating a ticket, its predefined values and field settings are applied to the ticket form.
2. Associate Multiple Templates with an ITIL Category
You can associate multiple templates with the same ITIL Category.
For example, an End-User Support category may have separate templates for account lockouts, password resets, laptop issues, or other support scenarios.
Templates can be associated with the relevant ticket type under the ITIL Category configuration. A single category can therefore provide technicians with multiple applicable templates instead of requiring one fixed template.
3. Select a Template When Creating a Ticket
When creating a new ticket, first select the relevant Ticket Category.
If templates are associated with that category for the selected ticket type, AssetSonar displays a Template dropdown containing the available templates.
Select the template that best matches the ticket you are creating. The values and field settings configured in that template are then applied to the ticket form.
Template selection is optional. You can also continue creating the ticket manually without selecting a template. If the selected category has no associated templates, the template selection option does not appear.
Complete the remaining ticket information and click Save.
