Ticket templatesTicket templatesTemplates contain predefined data that you can insert in common, high-volume ticket records, instead of manually entering standard information each time.
When you apply a template to a record, the template overwrites data in the record if there is data in the corresponding field of the template. You can modify or delete the information that you imported through a template until the status of the record is Resolved or Closed. You can apply only one template to a record.
When you apply a template, the system searches for active templates for the current record type. The set of templates from which you can choose depends on the organization and site associated with the record.
If there is no value in the Site field of the current record, the system displays all templates for all organizations.
If there is a value in the Site field of the current record, the system displays templates where the specified site is within the organization specified on the template, and templates that have no organization specified.