I created a ticket template, which automatically drills down the ticket type, issue category, and issue.
In my case, it would be an easy way for an agent to set up a common repair for a computer.
Well, not really — because, of course, the agent needs to associate the repair with an asset. So when they click the button to pull up the asset, guess what happens?
They’re prompted to drill down the ticket type, issue category, and issue — the whole point of the template was preventing the user from having to do that.
Long story short: ticket templates are pointless if the agent has to select an asset.