About Issue Templates

Issue Templates are issue submission templates you create for commonly addressed issues. They allow you to pre-define appropriate information and values for those issues, such as the Subject, Description, Issue Type, Subtype, Priority, Email Subscribers, Attachments, etc. They also allow you to pre-define the necessary workflows involved, such as the Assigned To, Next Action, Tasks, etc.

While users may still change or add information as they submit an Issue Template, its base template helps ensure the same kind of issue—no matter which user submits it or which Agent works it—generally has the same or similar values and processes in place. Each Issue Template is also a valuable time-saver, reducing the input required from users, as well as much of the inaccurate or inconsistent input that must be updated by your Agents.

There is no limit to the number of Issue Templates you can create, nor any limit to the specific functions or business units they might serve. Every issue routinely submitted through your system (e.g. change requests, maintenance requests, HR actions, computer or printer problems, etc.) may be turned into an Issue Template. However, each Issue Template added to your system may not be seen by every user, depending on their permissions and/or memberships within specific Groups or Organizations.

For example, you might create a  New Employee  Issue Template that populates with
•   an  Administration  Issue Type,
•   Employee  Subtype 1,
•   Standard  Priority.

It also includes these Tasks pre-assigned to the proper user or group:
•   Perform Orientation<
•   Submit Benefit Forms
•   Add to AD
•   Configure PC
•   Setup Email
•   Setup Phone
•   Order Business Cards
•   etc.

You could then make it Private and Restricted To your  Managers and  HR  Groups so that only high-level (i.e. permitted to view  Private  Issue Templates) Managers and HR personnel can see this template in their Issue Template options.

Only users with Sys Admin or Can access and maintain Administration functions permissions can add, edit or delete Issue Templates within your system.

Only users with Can view and select from Issue Template when submitting issues can see Issue Template options on an issue. Only users with Can view and select from Private Issue Templates when submitting issues can see any  Private  options. More importantly, if any Group or Organization Restrictions have been added to a Issue Template, only members of the designated Groups and Organizations can see that particular option.


Please note that the video below contains navigation steps and naming conventions that apply to versions prior to Issuetrak 14. The actual use of the features depicted remains largely unchanged.  You may also notice that the terminology displayed in this video differs from what you see in your instance of Issuetrak.


Adding Issue Templates

An Email Subscribers and Organization/Group Restrictions can be added to a Issue Template (from the Edit screen) only after it is saved.

  1. Click the gear icon in the upper right > click Issue Templates beneath Issues > click Add on the right context menu.
  2. Enter a name that will help permitted users to easily determine when to select this Issue Template.
  3. (Optional) Set the display order for this Issue Template.
  4. (Optional) If you want only users with Can view and select from Private Issue Templates when submitting issues permissions to see this Issue Template, select  Private. 
  5. (Optional) Enter the Subject.
  6. (Optional) Enter the Description.
  7. Select the Issue Type.
  8. Select/Enter any other appropriate field values or information.
  9. (Optional) Use the Task Manager to add any relevant Tasks.
  10. (Optional) Select  Include Attachment(s)  if you need to add supporting documents.
  11. Click Save.

A confirmation message will appear when this process is complete.

If you selected  Include Attachment(s),  the Attachments screen will open. From there, click Browse to locate your file(s), then click Save after you have located the necessary file(s).


Editing Issue Templates

  1. Click the gear icon in the upper right > click Issue Templates beneath Issues.
  2. Click edit next to the Issue Template you are modifying.
  3. (Optional) Before making any other changes on the Edit Issue Template screen, use the  View/Maintain Subscribers link to add or change member settings on this Issue Template’s Email Subscribers.
  4. (Optional) Use the add and remove links in the Restrict To section to modify which Groups and/or Organizations are allowed to view and select this Issue Template.
  5. Make any other changes on the Edit Issue Template screen as needed.
  6. Click Save.

A confirmation message will appear when this process is complete.


Copying Issue Templates

  1. Click the gear icon in the upper right > click Issue Templates beneath Issues.
  2. Click copy next to the Issue Template you wish to copy.
  3. The copy will load on the Clone Issue Template edit screen.
  4. Make any modifications desired.
  5. Click Save.

A confirmation message will appear when this process is complete.


Deleting Issue Templates

  1. Click the gear icon in the upper right > click Issue Templates beneath Issues.
  2. Click del next to the Issue Template you are deleting.
  3. Click OK when prompted to confirm.

A confirmation message will appear when this process is complete.


Searching Issue Templates

  1. Click the gear icon in the upper right > click Issue Templates beneath Issues.
  2. Enter your search criteria using the Search fields at the top of the screen.
  3. Click Search.

You can now peruse the search results or refine your search using the parameters above.