Issues › Create an Issue › Create an Issue Using a Template

Create an Issue Using a Template

From the File menu, you can choose to use a template to create a new issue. The data contained in the template is used as the basis for automatically populating some of the fields in the new issue.

Note: If multi-tenancy is installed, the list page displays a tenant column and a tenant drop-down list in the search filter. Specifying <empty> in the search filter searches for public objects. On detail pages, select the appropriate tenant from the drop-down list. If you select <empty>, the object is public.

To create a new issue from a template

1. On the Service Desk tab, select File, New Issue from Template.

   The Issue Template Search window opens, displaying available templates for creating the issue.

2. Select the template you want to use to create the issue.

   The Create New Issue page displays.

3. Complete the fields as appropriate for the issue.

   See Issue Fields for field definitions.

4. Use the controls available on the tabs at the bottom of this page to process the issue as appropriate.

   See Issue Tabs for more information.

5. Click one of the following buttons:
   • Save—Saves the issue and closes the page.
   • Auto Assign—Triggers an auto assignment task, and updates the activity log.

     Note: This button appears only when the ticket specifies a category or area that has auto-assignment enabled.

   • Cancel—Closes the page without saving any changes.
   • Reset—Resets all fields to the last saved values.
   • Find Similar—Opens the Find Similar page to search for similar problems.
   • Quick Profile—Displays the contact information for the user entered in the Affected End User field. If you are creating an issue, a list of available users appears. You can select the user that is in the Affected End User field.
   • Use Template—Displays a list of available issue templates. You can select the template you want to use for creating this issue.