Creating Ticket Types and Templates

This document will guide you through creating and implementing ticket types and templates within your organization. These steps will streamline your workflow, boost collaboration, and enhance analytical reporting by establishing a consistent and organized ticket management system.

Ticket Type Creation

Step 1

Begin by navigating to the admin panel in the left side directory. From there, find the tickets section in the top menu. Within the types category, choose "Add" to create a new ticket.

Step 2

Enter a name for the new ticket type.

Step 3

You can also add a description for additional clarity. Then, assign a one to two-letter code to differentiate this ticket type and optionally configure a date format for the number prefix.

Step 4

In the preferences section, you have the option to protect the ticket type in order to restrict viewing

on a member to member basis in the case of highly sensitive or confidential ticket information. For assistance in configuring this, please contact Chekhub Support. Now click the black "Create" button to solidify your edits and generate your new ticket type.

Step 5

Note that the orange star indicates the default ticket type, and can be adjusted as needed.

Remember, ticket types are organization-wide, promoting clearer collaboration and a consistent

base for advanced analytics.

Ticket Template Creation

Step 1

To create a ticket template, navigate to the templates panel and select "Add."

Step 2

Now, name your ticket template.

Step 3

Select a ticket type for this template. Enabling the lock template switch will prevent modifications to predefined categories during ticket creation, offering additional control.

Step 4

Allowing follow-up tickets will enable participants to create a follow-up ticket from a ticket that was generated from this template. Optionally, you can include a template description for clarity. You are now ready to configure your template.

Step 5

You can now adjust the ticket owner, specify messages, add tags, projects, or phases, select locations or assets, and/or associate a checklist with the ticket template.

Step 6

You can also assign teams or members, and require specific fields to open or assign the ticket. You can additionally enable options like Require Check-in, Prevent Early Start, or Asset Validation.

Step 7

Next, you are able to configure approvals and add a change control template. Following this, you may adjust the properties you wish to populate the ticket with, and make them optional or required for opening or assigning.

Step 8

Feel free to add any necessary materials, upload attachments, or select files from your library you would like to include in the ticket template.

Step 9

Click the orange check mark in the top right corner to save the ticket template.

Ticket types and templates offer more than just organizational structure - they unlock advanced analytic reporting that supports impactful decisions around resource allocation and asset management.

Ticket Type and Template Implementation

Step 1

Configuring ticket types and templates specific to your organization's needs reduces procedural discrepancies and saves administrative time while enhancing analytical reporting opportunities. To see them in action, navigate back to the dashboard and select "Create Ticket".

Step 2

You may adjust the ticket type by clicking the orange arrow and selecting your desired type from the drop-down menu.

Step 3

To implement your template, click the orange template symbol at the end of the title line. Note that if a template is required for ticket creation, this selection will be the first screen creators see. This requirement can be set up in the admin panel.

Step 4

By applying the ticket template, the previously specified information is automatically populated. It's now up to the creator to fill in additional content.

Step 5

To assign the ticket the title, priority, due date, locations/assets, checklists, and teams/members

must be included. If any of these details are missing, the ticket will remain in open until they are added.

Step 6

Observe that the template properties and attachments are also incorporated in the ticket, and would be unable to be modified if the template was locked.

Step 7

Once you have configured the ticket appropriately, select the orange check mark to save.

You now know how to create a ticket type and template, and implement them both in ticket creation!