In this lesson we will cover:
– Creating a parent ticket template
– To-do lists
– Creating child templates
– Applying the template
In this example, we will look at constructing a Ticket template which can be used for repeat Projects.
We will use a fairly generic Project structure which involves:
- A Discovery Phase.
- A Testing Phase.
- A Migration Phase.
- A Final Review Phase.
Another example, of a generic structure could be:
- The Discovery Phase
- The Implementation Phase
- The Sign Off Phase
- The On-Boarding Phase
Creating the Parent Template
Head to Configuration > Tickets > Templates and create a new Template.
Fig 1. Creating a new Ticket Template
The 'Group' presented in Fig 1 is used as a means of grouping different Ticket templates – over time the list of templates will grow to be rather large and will compose of various types of work (Projects, Requests etc.) so it is advised that you group these templates accordingly.
NB: New template groups can be created via Configuration > Advanced Settings > Lookup Codes, then adding to the entity 'Auto Request Groups', all that is required is the name of the new group when adding to the list.
Fig 2. Creating new Ticket Template Groups
Under the 'Values' tab, take note of the following fields:
- Ticket Type – This is the Ticket type that will be used when this Template is applied.
- Summary – This will be the summary/title of the Ticket when this Template is applied. Note: $_variables can be used here.
- Details – This will be the core details of the Ticket when this Template is applied. Note: $_variables can be used here.
- Status – This will be the initial Status of the Ticket when this Template is used
- Team/Agent – Between these two fields, you can assign Tickets using this Template to a given Team/Agent.
- Show to End User – Here, you can specify whether Tickets using this Template are visible on the Self-Service Portal.
- Exclude from SLA – Here, you can specify whether Tickets using this Template are excluded from SLA considerations (for Project/Project Task templates, you will likely want to check this box)
For this example, set the above fields as follows:
| Field | Value |
| Ticket Type | Project |
| Summary | $-Area – Client Onboarding |
| Status | New |
| Team | Project Managers |
| Agent | Unassigned |
| Show To End-User | Checked |
| Exclude From SLA | Checked |
To-Do Lists
To-Do Lists (To-Do List Groups can also be configured) in Halo are effectively a series of checkboxes presented on a Ticket in question – they serve as a means of ensuring techs have completed given Tasks in a suitable manor, in order to complete the Project as a whole.
A common question that arises when discussing Project To-Do lists is: what is the difference between a To-Do item & a Project Task? To explain the distinction: a To-Do list is simply a series of checkboxes that should be treated as 'reminders' for techs, while Project Tasks are the Tickets used to add notes/time for activities required to complete a Project.
Halo can provide the option to prevent Tickets from being closed until all To-Do list items have been 'checked off'. This can be configured in Configuration > Tickets > General.
Fig 3. Selecting To-do List behaviour before Tickets can be Closed
Child Templates
Child Templates are particularly useful when it comes to templating Projects. While the 'values' tab on the parent template establishes the details for the parent Project, the configuration of the Child Templates establishes the details for the Project Tasks.
Fig 4. Creating Child Templates
After clicking 'Add', create a new Child Template via clicking 'New'.
Fig 5. Adding Child Templates – either via existing template selection or by creating New
Upon clicking 'New' creating a child template and then clicking into the new template from the table below, you will be presented with a series of similar options to those found against the parent Template:
Fig 6. Clicking Edit *Pencil Icon* on The Child Template On The Table
You can also add creation rules, for more information checkout the Project Templates Guide.
Fig 7. Child Template Options
Note the 'Details', 'Values' & 'To-Do Lists' tab in Fig 5 – with similar options to those found in the parent Template.
For this example, create a new Child Template with the following details:
| Field | Value |
| Ticket Type | Project Task |
| Summary | Project Discovery |
| Team | Project Consultants |
| Agent | Unassigned |
Applying the Recently Created Template
Now you have a new template created, you should be able to apply this at the point of creating a new Project.
In the Projects area, click 'Apply Template' on the new Ticket screen:
Fig 7. Applying a Ticket Template
Select your recently created Template.
Fig 8. Selecting a Ticket Template to Apply
You should find after submitting the Project, that it is automatically logged with the Task we set within the Template.
Fig 9. Our Project Created, using our Ticket Template
Note: The Ticket Template you create must have the correct ticket type set in the "Values" Tab for it to appear in the list of template options when you click on "Apply a Template" on the new ticket screen i.e. in the example above I had to make sure my sales template had the "Opportunity" ticket type applied to it.
To decide which ticket types appear under what areas, you can configure them in Configuration > Tickets > Areas.
Check out this Ticket Areas Guide for more information on configuring Areas in HaloPSA.
