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Ticket templates

Pre-filled starting points for the New ticket form, with rules that hide fields or make them required.

Administration → Ticket templates

A ticket template is a starting point for work that comes up again and again — an outage report, an access request, routine maintenance. Picking one on the New ticket form fills it in, and the template can also hide fields it does not need and make others required.

Where templates appear

On the New ticket form, Start from a template lists the templates for the chosen project plus the ones offered in every project. Blank starts with nothing. Picking a template sets the type, priority, labels and description, shows its title placeholder, and applies its field rules. Everything it fills in stays editable. See Raising a ticket.

Create a template

  1. Go to Administration → Ticket templates.
  2. Fill in Name — this is what people pick on the form.
  3. Choose the Type and, if you want, a Priority (or Leave unset).
  4. Choose a Project, or leave All projects to offer it everywhere.
  5. Add a Title placeholder (a prompt shown in the empty title box), a Description, and any Labels.
  6. Set the field rules (below) and choose Create template.

Use the pencil on a template to edit it and the bin to delete it. Deleting a template does not affect tickets already created from it. Managing templates needs permission to update projects.

Field rules: hidden and required

Under Fields on this template, every field is shown and optional unless you say otherwise. Each row has two switches:

  • Hidden keeps the field off the form when this template is picked.
  • Required means the ticket cannot be created without it.

The rows cover description, the requester, impact, urgency, priority, channel, assignee, due date, classification, labels and watchers, plus your custom fields. Choosing one switch clears the other. Project, type and title are not listed: a template cannot hide the three fields every ticket needs.

Required rules are checked by the server, not just the form, so they hold for tickets created through the API too. All the missing fields are named at once.

Restore defaults

A workspace starts with templates for an incident, a service request, a change request and a problem. They are ordinary templates — edit or delete them as you like. Restore defaults puts back any of the starting templates that are missing, matched by name; one you renamed is left alone, and no second copy is made.

Templates on a schedule

A template can also be raised automatically every day, week, month or more. See Recurring tickets.

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