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You are here: Chapter 9: Advanced Features > Advanced Issue Types > Master Quick Issues > Create a Master Quick Issue Template

Create a Master Quick Issue Template

Creating a Master Quick Issue template involves multiple steps.  First you create a Master Issue template.  This is the template that is available on the FootPrints Toolbar that Agents use to create a new Master Quick Issue. You also design one or more Subtask templates associated with the Master Issue.  When an Agent creates an Issue with a Master Quick Issue template, the subtasks are created automatically by the system.

To create a Master Quick Issue template:

  1. On the Workspace Administration page, select Quick Issue Template from the Automated Tasks section. The Quick Issue Template page is displayed.
  2. Click the Create button.
  3. Enter a name for the template in the Template Name field.
  4. Click the Master Template checkbox.
  5. Click the GO button. A pop-up window is displayed with a field for entering your administrator password.
  6. Enter your administrator password and click the GO button. The page for creating a new Master Quick Issue is displayed. This page is similar to the regular Create Issue page, but with fewer fields.  Address Book fields, time tracking, etc. are filled in by the Agent when a Master Issue is created with the template.
  7. The available fields are:
  8. Title—This is the Title of the Master Issue. It can be as long as needed, for example, New Hire Process.
  9. Priority—This is the default priority for Master Issues created with the template.  It can be changed by the Agent when creating the Issue, as needed.
  10. Status—This the is the default status of Issues created with the template.  Because Master Issues are usually not closed until all of the related Subtasks are completed, Master Issue templates should not be created with the Closed status.  Open, Working, Assigned, etc. would be appropriate statuses.
  11. Template Usage—Select whether this template is available from the full FootPrints version (Web Interface), the Mobile Interface, or both. There are limitations in size for the mobile interface. Refer to the FootPrints Mobile topic of this document for details on the interface and how it is used.
  12. Issue Information—One or more Workspace fields can be set here for the template.  Any fields not filled out here can still be filled out by the Agent when creating a new Issue from the template.  Mandatory fields do not have to be filled in when creating the template (although they can be), but must be filled out when the Agent creates an Issue.  For example, you may have a mandatory field for Follow-up Date that will be dependent on when the Issue is created. Do not fill this out when creating the template; instead, it is mandatory when creating an Issue with the template.  A field like Problem Type, however, would be appropriate to set in the template (i.e., to New Hire, because this remains constant for Issues created with the template).Date fields and Date/Time fields) contain a checkbox for Current Date. If this is checked in the template, it is pre-filled with the current date when an Agent creates an Issue, not the date that the template was created. This is useful for a field like Date Reported.
  13. Description—This can contain a canned description of the problem or process. The Knowledge Base can be used in the template to select a Solution for the template if it already exists there.
  14. Attachments—One or more files can be attached to the template.  New Master Issues created with the template automatically contain links to the attachments.  This is useful for standard request types for procedures, patches, or other documents.
  15. Assignees—Optionally select one or more assignees or Teams to be assigned to Issues created with the template.  If no assignees are selected, the default Auto Assignment rules apply to Issues created with the template.  For example, if the default rule is to assign an Issue to the Agent creating it, an Issue created by an Agent using the template is assigned to the Agent.  Escalation rules can also be created that specifically address Master Issue workflow (for assignment, etc.)
  16. Email settings follow the rules for the Workspace.
  1. When all fields that you want pre-filled have been completed, click Save.
  2. The template is created. The Quick Issue Administration page is displayed. From here, you can create Subtask templates for the Master Issue.

 

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