@jclark16 I think that you can add a custom field under the “Field Definitions” tab and then goto the “Ticket” tab and add that field to all tickets. Once you have that in place, the custom field Should  show up when you then go to Ticket Templates and try to create a template for that category/issue type, etc. that you defined. 

Is that what you are trying to do?

It is, but that didn’t seem to be the case when I tried it. Apparently making the template before creating the custom fields prevents them from ever showing up on the template lol.

Deleted my template and re-created it, the fields are showing now. Thanks!

@benthicmp Thank you for jumping to help @jclark16 ! We love to see community members helping each other. 

@jclark16 I am glad you have ticket templates up and working!! Please let us know if you have any additional trouble. 

I have built a ticket template that has 2 custom fields - Employee Name & Location.

Employee Name - text field

Location - drop down menu with a list of all of our school campuses.

Is there a way to build a rule that when a campus is selected from the location custom field to update the ticket templates location?

What I’m currently struggling with - If I enter the ticket template, it wants to use MY location. 

​@JBrown 510fc30 misd Could you use a rule that changes the the location after the ticket template has been submitted? You should be able to filter the rule based off of the response of that Location custom field and then use the Set Location action to have it set to whatever you filtered on.

I think you’d have to have a seperate rule for each location, but that’s the first thing that comes to my mind...

​@DHenry You are correct in this suggestion of creating a rule per location once that custom field is updated. It would have been my suggestion as well. It will be a heavier lift ​@JBrown 510fc30 misd if you have a whole bunch of locations. It wants to use your location since you are the owner. 

Found the solution 

I created a ticket template and used the rule “Set Requested For”. When I enter the staff member’s name, it populates the field with their name. When I submit the ticket, it automatically routes to their location and not mine. Additionally, it still shows that I submitted the ticket on their behalf (which is okay) and it adds the user as a follower. 

This is what we use at our IT Help Desk when users call and we have to create a work order for their campus technician.