Hi Atera team,

After building out the platform for my company, I have come to notice that the service portal does not fully optimize the use ticket template feature.

As it stands now, when a user navigates to the service portal and creates a ticket, ALL custom fields that have the setting "User can Edit" are shown to the user. It will remain this way UNTIL a user selects a ticket template. Only after selecting a ticket template, the custom fields will filter down to what has been specified to be included in the template.

After doing some brainstorming with the team, I believe that this is not a fully optimized way of going about this. We believe the best workflow for the ticket templates would be such that the user can select the mandatory fields such as priority, status, impact and type. After inputting the mandatory information needed the next field would be to select a ticket template, which, when selected will show the fields that the admins have specified that need to be filled out. This differs from the show everything > filter down approach currently used; to show nothing > filter what the selected template specifies.

It wouldn't make sense to provide a user with a huge list of fields that they may or may not fill out until a ticket template is selected. Even more so, users might be apprehensive to use the ticketing system if, when they create a ticket, they are presented a long list of fields that they might not ever fill out.

For example, what if a user wants to create a ticket that does not match the description of a ticket template? Would they then have to scroll through all of the custom fields that have been set to find the information they want to enter? Is it expected that we are to create an "Other" ticket template for users who can't find a ticket template that matches their issue?

I hope that in this post I can properly explain the issues, however if not, please reach out and I would be glad to schedule a meeting or provide pictures. Thanks