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Applying & Sharing Templates

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In this lesson, you will learn:

  • Two ways to apply a template to a form
  • What happens to fields that already have values
  • How to share a template with a person, a group, or everyone

1 Using a template

In Lesson 17.1, you made a “Password reset” template. Now let’s use it. There are two ways. ⚡

Two ways to apply a template on a new incident form. Way 1: open the context menu, choose Templates, Apply Template, then Password reset. Way 2: the template bar at the bottom of the form shows buttons for each template, like Password reset and New laptop; click one. After applying, the Category, Contact type, Assignment group, and Short description fields are filled in, and the agent only adds the Caller.
Figure 1. Apply from the context menu, or with one click on the template bar.

Way 1: the context menu

  1. Open a form, like a new incident.
  2. Open the context menu (☰) and choose Templates > Apply Template.
  3. Pick the template. The fields fill in.

Way 2: the template bar

  1. Open the context menu (☰) and choose Toggle Template Bar.
  2. A bar appears at the bottom of the form with your templates as buttons.
  3. Click a template. Done! 🎉

⚠️ Heads up: Applying a template replaces the values in the fields it sets. If you already typed a short description, the template’s short description will overwrite it. Apply the template first, then add the details.

2 Sharing a template

Who can use a template is set on the template record:

Setting Who can use it
User Just that one person (often the person who made it)
Groups Everyone in the chosen groups
Global Everyone who can use that form
  1. Open the template from the Templates list.
  2. To share with a team, add the team in Groups.
  3. To share with everyone, check Global.
  4. Click Update.

💡 Good to know: Share templates with the team that needs them, not with everyone. Just like filters, too many shared templates make menus long and confusing.

⭐ Remember: Apply the template first, then type the details. And share with groups, not with everyone.

3 Let’s try it: use your template

  1. Open Incident > Create New.
  2. Apply SNWR Password reset with Templates > Apply Template. Which fields filled in?
  3. Open a new incident again. Turn on the template bar and apply it with one click.
  4. Open your template record. Share it with the SNWR Service Desk group. Update.
  5. Impersonate Riya. Can she apply the template now?

4 Quick recap

  • Apply templates with Templates > Apply Template or the template bar
  • Templates replace the values of the fields they set
  • Apply first, then type the details
  • Share with a User, Groups, or Global

5 Check yourself

Think of your answer first. Then tap to check.

1 Name two ways to apply a template. Show answer

Templates > Apply Template in the context menu, or a button on the template bar.

2 You typed a short description, then applied a template that sets short description. What happens? Show answer

The template’s value replaces what you typed.

3 How do you let the whole service desk team use your template? Show answer

Add their group in the template’s Groups field.

Nice work! You finished this lesson. 🎉

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