List of Ticket Templates (in progress)

List of Ticket Templates (in progress)

Ticket templates are pre-built ticket blueprints that automatically populate fields when you create a new ticket. They help us standardize recurring work (like onboarding, firewall installs, PC setups, etc.) and reduce manual entry.

Ticket templates are available directly from inside the ticket. Click EDIT in the ticket. You will then see the dropdown box for the ticket templates on the upper right of the ticket. Make sure to save the ticket after choosing a template. 
 
Here are some ticket templates we use frequently. 

Escalate ticket from Mission Control help desk to GGIT internal team

Template 045: 
Template Name: "[Mission Control] Receive from Mission Control (Escalate to internal staff)"
Cat: Available in categories User Issue -handled internally and Mission Control Help Desk
For taking back a ticket from Mission Control for GGIT to work on internally. Removes resources. It sets office admin as the resource but you can change it. Sets category to User Issue -handled internally . Sets queue to level 1 Support - Remote support with Customer present. 

Hand off to office admin

Template: 090
Will make office admin the primary resource on the ticket and set ticket status to "follow-up needed". Changes queue to "Remote support w customer present." (The purpose of changing the queue is to remove the queue from the current tech's "to do" queue. Tech will still need to add a note with instructions/updates. 

Generic Non-RMM New PC Set-Up

Template: 050
For going onsite to set up a new PC for a residential or sole proprietor customer we don't manage. When the appointment is scheduled, the customer gets some instructions, and the technician gets a different set of instructions.
Category: Available in category User Support (Non-RMM cust). 

[Current Customer] Remove Physical Workstation Device for current RMM Customer

Template: 073A
Remove Physical Workstation for current RMM Customer.
Category: Available in category Curr MSA, add/del device/svce

[Current Customer] Remove WINDOWS 365 VIRTUAL Workstation Device for current RMM Customer

Template:  073C
Remove Windows 365 Virtual Workstation for current RMM Customer.
Category: Available in category  Curr MSA, add/del device/svce

Defer patch ticket because device offline

Template: 0500

 If a workstation is not patching because it's offline, there's already a device offline ticket so there's no need to address it on the patch issue ticket . Once the device comes back online, the offline device ticket will remind the tech (currently Mariusz) to check for patch issues. Once patch issues are resolved this ticket will auto-close from the RMM side. This template will  

  • Set ticket status to DEFERRED
  • Move ticket to deferred queue
  • Set due date to one year from the current date.

 

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