Ticket Entries for Contract Activity Templates

After choosing to create or edit a new Ticket Entry for the Contract Activity Template, the following window opens

In this window you should enter the information the system can use to create the ticket when the template is applied to an contract.

Every ticket in the Commit system needs to be assigned to an employee, called the Ticket Manager. In this window you should select who should be assigned as the Ticket Manager once the ticket is created.

Determining the employee can be done by using one of the following options:

•	Account Manager: By selecting this option, the ticket will be assigned to the Account Manager of the contract to which the template is applied. (The Account Manager is defined in the Account details window > General tab > Account Manager [“Acct Mgr.”] field.)

•

Specific Employee: When applying the template and creating the ticket, the employee specified in this option is assigned to the ticket. If the specified employee is no longer an active employee at the time the template is applied, the ticket is automatically assigned to the user applying the template. The system makes note of this change when applying the template.

•	The user applying the template: By selecting this option, the ticket will be assigned to the user who actually applies the template to a specific contract.

You may choose to set a Ticket Due Date. The Ticket Due Date is defined as a certain number of days before or after—or the day of—a reference date that is defined in the "Copy From" field.

The "Copy From" field allows the user to define the date to copy from as any of the following:

These choices appear in a drop-down menu from this field.
commit_activity_templates_new_ticket_date

Ticket entry Date and Time

Note: In order to apply the template successfully, the information in field "Copy From" must be defined in the Contract to which you wish to apply the template. If the reference date has not been entered into the Asset, applying a template to it will fail.

The Ticket Due Time is optional and can be defined in the Time field, next to the Ticket Due Date.

In the General tab you can define the values for the following ticket fields, which appear in the ticket's General tab:

The Type, Status, and Priority fields all have default values, but the Description field is mandatory.

The values assigned to these fields determine the values that will be calculated when a ticket is created. For a full explanation of a ticket’s fields, consult here.

In this area you can define the values for additional fields of the ticket, which appear in the ticket's Details tab:

Setting values to these fields in the template will determine the values which will applied to the ticket's data when creating the ticket. None of these fields are mandatory.

In this field you can enter a ”Resolution” for the ticket that is automatically entered into a ticket's resolution field when the template is applied. Presetting this information can be useful when creating templates for common tickets that usually involve the same set of steps for resolving the issue. For example, you can create a Ticket entry for a maintenance job such as checking the server event log or checking the free space on the hard disk, and enter all the steps required to perform this job in the Resolution field.

Creating entries for the Resolution tab in a template saves time and improves the quality of your service in several ways:

•	The technician will not need to spend time entering a resolution, as it will already be filled in.

•	The pre-entered steps in the Resolution field can provide guidance to technicians, leaving less room for error.

•	The technician can use the steps listed in the resolution as a checklist to make sure all the necessary work has been performed