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You are here: Chapter 9: Advanced Features > Advanced Issue Types > Quick Issues > Using Quick Issue Templates

Using Quick Issue Templates

Quick Issue templates can be used by all Agents of a Workspace to open Issues quickly with information that is pre-filled for that Issue type. Agents only need to fill in the customer's contact data and any other mandatory fields not already set by the template.  This is a useful timesaver for common or repetitive Issues, such as password resets, requests for brochures, etc.

Note

The name of this feature depends on the name given to records in FootPrints for the system/Workspace. For example, if the name "Call" has been defined for records in the current Workspace, the feature is called "Quick Call" throughout the Workspace (on the Toolbar, on the administration pages, etc.)  For consistency, all help files refer to the feature as "Quick Issue".

When at least one Quick Issue template has been created by the Workspace Administrator, the Quick Issue option appears on the FootPrints Toolbar for Agents in the Workspace.  To use a template:

  1. Select the Quick Issue from the New Issue menu on the FootPrints toolbar.  For example, if a user has called in because of a forgotten password and needs it reset, select the Reset Password template.  The menu displays all the available templates.  If the option is not in the Toolbar, there are no templates in the Workspace.

Note

This is only an example; the available templates depend on what the FootPrints administrator created for the current Workspace.

  1. An Issue page is displayed with information pre-filled from the template. For example, the Title may be Reset Password, the Problem Type field may be set to Network, the Network Request Type field may be set to Password Reset, and the Description may contain the description and solution of the problem.
  2. Select the user's contact information as you would when creating a regular Issue.
  3. Fill in any mandatory fields (indicated by the red asterisk) that are not already pre-filled, as well as any optional fields desired.  Email settings follow the rules for the Workspace.
  4. Make any changes or additions to the Description (or any other fields) needed if the customer's Issue has special circumstances.  Contact with your FootPrints administrator or your supervisor for guidance on what may be changed. These changes only affect the current Issue; the Quick Issue template is not affected.
  5. Click Save to submit the Issue.
  6. The Issue is created.  If the status in the template was set to Closed, the Issue is closed automatically.  If this Issue is active, it is automatically placed in the queue of the assigned Agent(s).  If email notification is enabled for Assignees and/or the customer, notifications are sent.
  7. If the Quick Issue template was a Master Quick Issue, one or more Subtasks are also created automatically without user intervention.

Issues created with the Quick Issue template are like any other regular Issue after they are created.  They can be edited, deleted, re-assigned, etc.  Escalation rules apply to them as well.

NOTE

Customers can use Quick Issue templates, however, built-in fields work differently for customers than for Agents when using Quick Issues.  The only change a customer can make to a Quick Issue template built-in field that is saved when the Issue is submitted is a change to the assignee field.  If a customer makes a change to a built-in field in a Quick Issue, such as a change to the Status or Priority field, the field reverts to the default when saved.

 

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