Ticket Templates

Overview

The Ticket templates page lets you define reusable templates for service tickets. A template stores a pre-filled title, description, category, and priority. Once created, templates can be used in two ways:

• Manual ticket creation — when an agent selects a template while creating a ticket, the template's fields are automatically filled in, saving time on repetitive requests.
• Rental agreement automation — a template can be assigned to a rental agreement. When a scheduled check-in point arrives (weekly, monthly, etc.), the system automatically creates and fires a ticket to the agent responsible for that agreement, using the template's content.

Page Layout

The page uses a master-detail layout:

• Left panel — a searchable list of all active templates, showing each template's Name and Title.
• Right panel — the full details of the selected template, organized into a header section and a Template content section.

Select any template in the left panel to view its details on the right.

Template Fields

Field	Description
Name	An internal label used to identify this template in lists and dropdowns (e.g. ticket-one, oil-change-check). Required. Maximum 100 characters. Not shown on the created ticket.
Title	The ticket title that will be pre-filled when this template is used (e.g. Oil change). Required. Minimum 10 characters, maximum 200 characters.
Description	The ticket description that will be pre-filled. Required. Minimum 20 characters, maximum 2000 characters.
Category	The ticket category pre-selected by this template (e.g. Maintenance, Billing). Required.
Priority	The ticket priority pre-selected by this template (e.g. Critical, High). Required.

remarque

Name is an internal label only — it helps you find the right template in a dropdown or list. It does not appear on the ticket itself. The Title and Description are what get copied into the ticket when the template is applied.

Toolbar Actions

Button	What it does
New	Opens a blank form on the right to create a new template.
Edit	Makes the selected template's fields editable.
Archive	Archives the selected template, removing it from template dropdowns.
Archived	Toggles the display of archived templates in the left panel.

Creating a Template

1. Select New.
2. In the right panel, fill in:
   • Name — an internal label for this template (maximum 100 characters).
   • Title — the ticket title (minimum 10 characters, maximum 200 characters).
   • Description — the ticket body (minimum 20 characters, maximum 2000 characters).
   • Category — select a ticket category.
   • Priority — select a ticket priority.
3. Save your changes.

Editing a Template

1. Select the template in the left panel.
2. Select Edit.
3. Update any fields as needed.
4. Save your changes.

remarque

Editing a template does not retroactively change any tickets that were already created from it. Only future ticket creations are affected.

Archiving a Template

Archiving removes a template from template-selection dropdowns without deleting its record.

1. Select the template in the left panel.
2. Select Archive.

To view archived templates, select Archived. Archived templates appear in the left panel alongside active ones while this toggle is on.

remarque

Archiving a template does not affect rental agreements that already reference it. The agreement will continue to fire tickets using the archived template's content until the agreement is updated to use a different template.

How Templates Are Used

In Manual Ticket Creation

When an agent creates a new ticket from the Service tickets page, they can select a template from a dropdown. Selecting a template automatically fills in the Title, Description, Category, and Priority fields. The agent can then adjust any field before saving.

In Rental Agreement Automation

A ticket template can be linked to a rental agreement. When a scheduled interval arrives — for example, a weekly or monthly check — the system automatically creates a ticket using that template and assigns it to the agent responsible for the agreement. This ensures recurring service tasks are never missed without requiring manual ticket creation each time.

Validation Rules

Field	Rule
Name	Required. Maximum 100 characters.
Title	Required. Minimum 10 characters. Maximum 200 characters.
Description	Required. Minimum 20 characters. Maximum 2000 characters.
Category	Required. Must be a valid active category.
Priority	Required. Must be a valid active priority.

Example

A maintenance company creates a template for routine oil changes on rented equipment:

Field	Value
Name	oil-change-monthly
Title	Monthly oil change and inspection
Description	Perform oil change and full mechanical inspection per monthly maintenance schedule. Check fluid levels, filters, and belt condition. Log all findings.
Category	Maintenance
Priority	High

This template is then linked to each equipment rental agreement with a monthly schedule. Every month, the system automatically creates this ticket and assigns it to the responsible agent — no manual action required.