Having a good understanding how these templates work and are used is vital to realise the power and flexibility that HelpMaster offers. There are three major types of templates; Action, Email and Job templates. As the diagram below shows, a Job template can link to an Action template, which then in turn can link to Email templates. When used in conjunction with each other, they streamline the lifecycle of your incidents to form a complete workflow solution.
Job templates are used to speed up the process of logging a job. They also provide a way ensuring that each job logged with the template adheres to common business practices and workflow. A Job Template determines the basic structure for a job, containing settings such as the Call Type, Priority, Job Description etc. A job template allows the quick and easy logging of common job types without having to enter common information over and over again. Linking templates together means that you can log a job, assign the job, and also send out email to all the relevant parties to the helpdesk job through one base Job template.
Action templates are used with every piece of work performed on a job. Templates can be created and customized that automatically have information completed; such as who the job will be assigned to, what the job status is, who logged the job, how much it cost, plus any email options that need filled in. This is where Email templates come in.
Email templates are custom emails that can be prepared and linked to specific Action templates. By creating templates that will be frequently used, you can save time and money by reducing the time spent on processing your jobs.
So by utilizing these three types of templates, your company’s work flow can be greatly improved. Enforcing business best-practices, maintaining job procedures and maximizing productivity, Templates can help you maintain your Service Level Agreements, utilize ITIL based practices and keep your helpdesk on track.
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