Prerequisites

To be able to create, manage, and use the Ticket Worksheets section on Tickets, ensure you review and have the appropriate Security Settings configured.

Create a Reusable Ticket Worksheet (Template)

To create a Ticket Worksheet you can use as a template for Tickets, follow these steps:

1. Navigate to Admin > Tickets - Ticket Worksheets. The Ticket Worksheets page displays:  
   
   Tip: You can also select "Ticket Worksheets" from the View menu on the Tickets page to get here. 
2. In the New Worksheet section on the left: 
   1. Enter a Title (Name) for your worksheet, then click Create Worksheet Template.  
       
      The Ticket Worksheet editor displays:  
       
   2. Leave the Public box checked if you want the Worksheet to be publicly visible in the End User Portal and on Ticket PDFs.  
      Tip: To make the Ticket Worksheet show up on your Ticket PDF template, add the Template Tag {{ticket_worksheet_tables}}. 
   3. Check the Required box to require Technicians to complete the Worksheet before being able to resolve any Tickets that use it.  
   4. If desired, choose a Ticket Custom Field Type. When assigned to specific Ticket Types, any Tickets of that type are automatically created with the worksheet attached. (See also: Create Custom Fields for Assets & Tickets.) 
      Tip: You can use Ticket Worksheets with Custom Ticket Types/Fields in useful ways, such as for onboarding a new Customer. 
   5. Optionally, enter additional names to create copies of this Ticket Worksheet. Type a name and then a comma for more than one copy. Click the x next to any copy to delete it if you change your mind.  
      Tip: The names of these Copies are a great opportunity to help someone understand when to use a Worksheet that contains many of the same fields as another one; e.g., Pre-Diagnostic, Post-Diagnostic.  
   6. Click Update Worksheet Options.  
3. In the main area on the right hand side, use the button bar at the bottom to add fields your Ticket Worksheet. You can add Text, Checkboxes, Dropdown menus, and Sections: 
   
   1. On the left side, give each of your fields a descriptive, meaningful label.
   2. For dropdown fields, also specify the list of options. 
   3. If necessary, use the triple line icon to re-order your fields.
   4. Optionally, use Sections to break longer Worksheets into smaller parts.

Tips: 

• Whenever you click in a text field, Syncro displays "[Enter] or click for new field." Do so to add another field of the same type below the one you're on.
• Use the x to remove dropdown field options, and/or the Delete (red trash) icon to remove fields.

4. Click Save Worksheet. Your new Tickets Worksheet will appear in the list of Existing Worksheets and will be available for use in Tickets. 
    

Attach Worksheets to a Ticket

To use a Ticket Worksheet from a template you created, you attach it to a Ticket. Follow these steps:

1. Create a Ticket (or open an existing Ticket ).
2. If Ticket Worksheets are available to you, you'll see an empty Worksheets section at the top of that Ticket's Details page:
   

3. Click +New in the upper right to display available Ticket Worksheets.
4. From the Templates dropdown menu, select the Worksheet template you want.
5. Optionally enter a new name in the Title field.
6. Click the Save checkmark to create the worksheet (or cancel). A Worksheet based on the template appears and can be completed as part of working the ticket.

Use a Worksheet Inside a Ticket

When a Ticket has a Worksheet attached, the name of the Worksheet displays in the upper left corner. 

• If the Worksheet is Private, you'll also see a lock icon near the name. If it's Public, you'll see the world icon.
• If it's Required to complete Worksheet to resolve the Ticket, an asterisk (*) appears to the left of the name. 

You can collapse the entire Worksheets section on the Ticket Details Page using the caret button in the section header. Or, collapse/expand each individual Worksheet using their respective caret buttons:

Completed fields display the name of the Syncro User who completed them. Additionally, you can click the change log icon to get more history information:

The percent complete for the Worksheet appears to the right of the Worksheet name in a colored bubble. While it's in progress, the bubble is blue. When the Worksheet is 100% complete and the percent bubble is green, click Finalize. This puts the Worksheet into read-only mode, but you can always click Reopen to access it again.

IMPORTANT: If the Worksheet was set up as Required, you'll need to complete all the fields before you can mark the Ticket as Resolved.

Edit a Worksheet Inside a Ticket

With appropriate Security Settings, you can edit Worksheets using the options under the ellipsis (…) icon:

Note: These actions only apply to the Worksheet attached to the Ticket; they do not affect any Worksheet Templates. Any changes you make here won't show up when you attach the Worksheet to future Tickets.

The options may include:

• Rename: Allows you to retitle the Worksheet for this Ticket.
• Make Private/Public: Toggle for whether this Worksheet should be visible to users of the End User Portal.
• Make Not-Required/Required: Toggle for whether all fields in this Worksheet need to be completed and the Worksheet finalized before the Ticket can be Resolved.  
• Full Edit: Allows you to fully edit all the individual fields in this Worksheet.
• Delete: After a confirmation, detaches the Worksheet from this Ticket. If the Worksheet is required for Ticket resolution, it may need to be re-attached before you can continue.
• Print: Opens a window so you can print the Worksheet on formatted 80mm receipt paper:

Create Ad-Hoc Ticket Worksheets

In addition to being able to create and select from Ticket Worksheet templates, Syncro allows you to create Worksheets on the fly. To create an ad-hoc Worksheet, follow these steps:

1. Create a Ticket (or open an existing Ticket ).
2. If Ticket Worksheets are available to you, you'll see an empty Worksheets section at the top of that Ticket's Details page:
   

3. Click +New in the upper right.
4. If it's not already selected, select “Adhoc Worksheet." 
5. Use the Title field to enter a more meaningful name:
    
6. Click the Save checkmark to create the worksheet (or cancel).
7. Add fields to your Ticket Worksheet as described in Create a Reusable Ticket Worksheet.
8. Click Save Worksheet.

Edit, Clone, or Delete a Ticket Worksheet (Template)

You can edit, clone, or delete Ticket Worksheet templates. 

Navigate to Admin > Tickets - Ticket Worksheets. The Ticket Worksheets page displays: 

Tip: You can also select "Ticket Worksheets" from the View menu on the Tickets page to get here. 

In the Existing Worksheets section:

• Click any hyperlinked name to edit the Worksheet. When finished, be sure to click Save Worksheet. 
• Click Clone to make a copy of a Worksheet. By default the Title/Name will have “(Duplicate N)” appended to it. 
• Click the Delete (red x) icon to delete a Worksheet. Click OK to confirm your choice.

Use Worksheets in Ticket Automations

To attach a Ticket Worksheet via a Ticket Automation, follow these steps:

1. Create the Ticket Automation.
2. In the Actions section, choose “Attach Ticket Worksheet" and then select the name of the desired Worksheet in the Value field: 
   

Security Settings

Admins can change security settings that affect what Syncro Users can and cannot do with Ticket Worksheets. 

1. Navigate to Admin > Syncro Administration - Security Groups, then click Edit for the desired security group.
2. Scroll to the Ticket Worksheets section, then check either the header box to allow all actions, or individual boxes as desired. (These are described in Security Permissions Reference.)
3. Click Update Group to save your changes. 
4. Then, make sure any desired Syncro Users are in that security group!

See also: Configure Security Groups and Add & Assign Users to Security Groups.