Ticket Response Templates

Response Templates are pre-composed email messages that can be used for common responses to tickets. 

Navigation:

1. Ticket > Actions > Update > Comments
2. Select the Templates down arrow.
3. Select a category from the dropdown list (e.g., Help Desk.)
4. Select from the list of Response Templates.
   
    
5. The response text will display in the Comments box. Update the text as needed.
6. Be sure to Notify the Requestor and Notify Other People connected with the ticket. (THIS IS NOT AUTOMATIC.)
   
7. Click the Save button at the top.

Common Help Desk Templates

1. Manager Approval: This requires that you enter the request description from the ticket and the approving managers email under Notify Other People. It is used to route the ticket for approval (e.g., File Sharing, Administrative Access, Delegated email services).
2. Ticket Cancelled - Not IT Service:  This is most often used for Facilities-related tickets.
3. Ticket Cancelled - Wrong Ticket Used: This gives the Requestor a link to the correct service.
4. Ticket is Completed: This advises the Requestor that the ticket is now in the Completed status.
5. Ticket is Incomplete: This advises the Requestor that the ticket is missing key information.

Request New Response Templates

1. To request a new Response Template, submit an IT Ticketing System internal ticket in TDNext.
2. Provide the text desired and any links that you would like included (e.g., ticket #, Requestor Name, Title). 
3. The IT Project Management Office will process your request.