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welcome to the case systems management appliance ticket templates feature what's new video in this video we'll look at the following improvements to the opponent's service desk ticket templates and conditional fields in ticket templates first we'll look at ticket templates to access ticket templates click on the Service Desk select the desired Service Desk you select Customize fields and layout and scroll to the bottom of the page the ticket templates feature allows you to create different ticket types within the same queue use it to better control the information your end-users provide for different request scenarios without having to create and manage multiple ticket queues each queue can have one or more ticket templates provide a name for the template using the name field and as the best practice you should provide a description of the template so others know what its purpose is selecting for processes only will configure the template to only be available for use when creating process tickets selecting this option will also prevent the selection of limit template to selected users and show in use and portal when multiple templates exist in a queue you must select one ticket template as the default template selecting limit template to selected users will expose the manage associate labels button so you can select the user labels for limiting access the show and user portal option will make the ticket template available in the need Help section of the user portal if not selected users can still create a ticket using the template from their ticket list dragging fields from the list on the right into the dotted box allows you to configure the ticket layout now let's look at using conditional fields in ticket templates I'm a ticket template detail page clicking the gear icon will expose the available settings for each field not all field to allow conditional logic for example the title field for those fields that allow you to configure conditional logic in each ticket template to show or hide certain fields based on previously selected values on the ticket page for example if you have a ticket template for printer issues you can display different fields that are applicable to different kinds of printer issues visibility will dictate whether the indicated field is shown or hidden based upon the conditions you designate the when drop-down allows you to specify whether all conditions or any condition needs to be met to show or hide the field clicking the plus sign next to conditions will add conditions for you to configure not all fields will be displayed in the Select field drop-down only those that are capable of conditional relation the operators are limited to equals does not equal and begins with fill the parameters field with what is needed to make your condition pass now let's take a look at these changes on the case SMA to access ticket templates from the service desk configuration page first click on queues then select...