A Ticket Blueprint is a template you can use to easily create multiple Tickets that have the same field values. Any ticket created from a Ticket Blueprint is prepopulated with the blueprint's field values. 

A Ticket Blueprint that contains one or more Ticket Blueprints is known as a Parent Blueprint. The Ticket Blueprints linked to one or more Parent Blueprints are known as Child Blueprints. Child Blueprints can be linked to multiple parents. A Ticket created from a Parent Blueprint populates with the field values defined in the Parent as well as with any Child Tickets as defined in its Child Blueprints. 

This structure ensures consistent, high-quality service delivery and significant time savings by automating the setup of standard tickets and complex Parent/Child project structures. Here are a few practical examples:

• A Technician can use a "Monthly Server Health Check" blueprint instead of manually entering the subject, description, priority, and attaching the server health worksheet for each client's monthly server health check ticket. Applying the blueprint instantly populates all these fields, ensuring consistent setup every time.
• A Project Manager can use Ticket Blueprints to manage multi-phase projects like CRM deployments. The PM can configure a blueprint to trigger a Parent Ticket with Child Tickets for User Data Migration, Team Training, and System Integration Testing, for example. This allows the PM to deploy a standardized task list instantly, ensuring that all necessary phases are accounted for without needing to rebuild the project framework from scratch each time.
• A Dispatcher receives an alert for a common ransomware variant. They apply the "Tier 1 Ransomware Incident" blueprint, which immediately sets the priority to "Critical," assigns the ticket to the Security Team, adds the "Security Breach" tag, and attaches the mandated "Initial Containment Protocol" worksheet, ensuring rapid and compliant initial response.

Read on, or watch this short video to learn more:

About the Ticket Blueprints Page

Depending on your security settings, there are two ways to navigate to the Ticket Blueprints page:

1. For Global Admins: Navigate to Admin > Tickets > Ticket Blueprints.
2. For Syncro Users with appropriate security permissions: Navigate to the Tickets tab, then select “Ticket Blueprints” from the View button menu. 

By default, the Ticket Blueprints page displays a list of all your available blueprints in alphabetical order:

If they exist, the Relationships column describes any Parent/Child relationships:

Icon	Meaning
	A parent with 8 children.
	A child used in two parents.

On this page you can also:

• Type the name of a Ticket Blueprint in the search field and press Enter to quickly locate a blueprint if your list is long. Delete your critera and press Enter again to clear the search.
• Click +New Blueprint to create a new blueprint.
• Click a Ticket Blueprint's name to view and/or edit a blueprint.
• Click the vertical ellipsis to copy or delete a blueprint. 

Create a New Blueprint

To create a new blueprint, follow these steps:

1. Navigate to Admin > Tickets > Ticket Blueprints.
2. Click +New Blueprint.
3. Enter a descriptive Name for the blueprint so you can identify it later. (This Name will appear in the list of blueprints on the Ticket Blueprints page and will be what is selected when creating new tickets from the blueprint.)
4. In the Ticket Information section, provide values for all of the required fields and any of the optional fields. Keep in mind that any tickets created using the blueprint will always start with these values.
   The required fields are: 
   • Subject: The subject for the tickets. (Also known as the Ticket Title.) 
   • Complete Issue Description: A detailed, full description for the work captured in the ticket created from this blueprint. This description is emailed to the End User at the Customer Organization who is configured to receive the ticket emails (unless the “Do Not Email Customer” box is checked). 
   • Issue Type: Select from your pre-defined list of Ticket Issue Types.
5. Optionally, provide values for the following Ticket Information fields:
   • Do Not Email Customer: Check this box if you do not want an email to be sent when new tickets are created from the blueprint.
   • Assignee: If the Enable Ticket Assignment box is checked in your Ticket Settings, you can select the Syncro User that any tickets created from the blueprint should be assigned to. This is usually a specific Technician.
   • Initial Status: Select from your pre-defined list of Ticket Issue Statuses.
   • Priority: If the Enable Ticket Priorities box is checked in your Ticket Settings, you can select from 0=Urgent, 1=High, 2=Normal, 3=Low
   • Ticket Tags: Select or enter one or more Ticket Tags that should be attached to tickets created from the blueprint.
   • Relative Due Date: Specify the hours, days, weeks, or months from the ticket's creation date. 
   • Custom Field Type: Select from your pre-defined list of Custom Ticket Types. Depending on the custom fields for that type, additional fields display. For example:
     
   • Worksheets: Type a worksheet name, or use the dropdown menu to select one or more Ticket Worksheets that will attach to any tickets created from this blueprint. If you have appropriate permissions, you can select a “Manage Worksheets” option to open the full list of worksheets, and/or click hyperlinked worksheet names to open their edit pages (in a new browser tabs). Click the bin icon to remove a worksheet from the blueprint, or use the triple-line icon () to reorder multiple worksheets:
     
6. If your blueprint is a child, you can optionally check the “Hide from ‘Apply Blueprint’ dropdown” box in the Ticket Visibility section:
   
   You may want to hide a Child Blueprint, for example, if it will never make sense to select it outside of using its parent:
   
7. Click Create Blueprint. If any required fields are missing, the button is disabled but you can click it to display the errors. After you provide all required information, a green toast message displays and the heading changes from Create Ticket Blueprint to Edit Ticket Blueprint:
   
   Tips: Click the “Ticket Blueprints” hyperlink in the breadcrumb to navigate back to your complete list:
   
8. If desired, you can link Child Blueprints. Or, Create a Ticket from a Blueprint.

Link Child Blueprints

To link one or more Child Blueprints, first open a Ticket Blueprint so that it's in edit mode. (The top of the page will say “Edit Ticket Blueprint.”) This is the blueprint that will become the Parent Blueprint. 

You can link Child Blueprints to a Parent by selecting an existing blueprint, and/or by creating one or more new Child Blueprints. While these methods can be mixed and matched, they are described separately for simplicity below.

Note: Child Blueprints cannot have their own Child Blueprints. Like Tickets, Parent/Child relationships for Blueprints are only one level deep. However, attaching Ticket Worksheets are a useful way to create another level. 

From an Existing Blueprint

The easiest way to link a Child Blueprint is to select another, already existing blueprint. Follow these steps:

1. Create a new blueprint (or open an existing blueprint) that will become the Parent.
2. In the Child Blueprints section on the right side of the page, click the “+ Add Child” dropdown menu:
   
3. Select a blueprint from the “Add Existing Blueprint” portion of the list:
   
   Note: If you don't see the Ticket Blueprint you're looking for, it may have been excluded from this list because it's already being used as a Parent Blueprint.
   
   A tree-structure of the Parent/Child relationships displays, with the Child Blueprint highlighted. For example, if the Parent Blueprint is called “Onboarding New Customer” and you selected an existing “Welcome Call” blueprint to be its child, the tree-structure looks like this: 
   
   IMPORTANT: The Child Blueprint is automatically placed in edit mode; this is reflected in the “Edit Child Ticket Blueprint” page title. The Child Blueprint's current values also display on the left. 
4. If desired: 
   1. Modify the values for the Child Blueprint.
      Note: If the Child is being used in other Parents, you'll see an informational message at the top. This is because any changes you make to the Child Blueprint here will also affect how the child is used in other parents. (See also: Troubleshooting Blueprints.)
   2. Select any additional blueprints to add them to this parent. For example, you might add “Prepare Contract,” and “Data Migration” as additional Child Blueprints for onboarding a new customer.
      Note: The order of the Child blueprints in the tree structure dictates the order in which tickets are created from this Parent. (See also: Copy, Delete, or Reorder a Child Blueprint.)
5. When your Parent Blueprint has all the Child Blueprints you want and in the proper order, click Save Changes. (See also: Troubleshooting Blueprints.)
6. You may now want to Create a Ticket from a Blueprint.

From a New Child Blueprint

You may not yet have a blueprint that captures exactly what you want, and in these cases you can create any number of new Child Blueprints directly from the Parent Blueprint you're working on. Follow these steps:

1. Create a new blueprint (or open an existing blueprint) that will become the Parent.
2. In the Child Blueprints section on the right side of the page, click the “+Add Child” dropdown menu. 
3. Select the "Add New Child Blueprint" option at the top of the list:
   
   A tree-structure of the Parent/Child relationship displays, with a new “Untitled” Child Blueprint highlighted:
    
   IMPORTANT: The Child Blueprint is automatically placed in edit mode; this is reflected in the “Edit Child Ticket Blueprint” page title. The Child Blueprint's current values also display on the left.  
4. Supply values for your new Child Blueprint. Refer to steps 3-6 in Create a New Blueprint for details. When you're finished, click Save Changes.
5. If desired, repeat steps 3 and 4 to create additional Child Blueprints. 
   Note: The order of the Child blueprints in this tree structure dictates the order in which tickets will be created from this Parent. See also: Copy, Delete, or Reorder a Child Blueprint.
6. When your Parent Blueprint has all the Child Blueprints you want and in the proper order, click Save Changes. (See also: Troubleshooting Blueprints.)
7. You may now want to Create a Ticket from a Blueprint.

Copy, Delete, or Reorder a Child Blueprint

When you hover the mouse over a Child Blueprint in the right panel, up to three icons appear:

• Click the bin icon () to delete a Child Blueprint. This action will remove the blueprint from THIS parent only. (It may still be used in other blueprints.)
• Click the duplicate () icon to make a copy of a Child Blueprint. The copy defaults to the same name with “(Copy)” appended. Click the new child to put it into edit mode. 
• Click the triple-line icon () to drag and drop child blueprints into the order want. (This icon only appears when there are multiple children.)

Edit a Blueprint

To edit an existing blueprint, follow these steps:

1. Navigate to Admin > Tickets > Ticket Blueprints.
2. Click a hyperlinked Ticket Blueprint's name to open it in edit mode. 
3. Change any of the fields to have the values you want. (See Create a New Blueprint for details.)
   Notes:
   1. If the blueprint you opened for editing is a parent, page title reads “Edit Parent Ticket Blueprint” and the right panel displays the tree structure of its children. When you click a Child Blueprint, the left side of the page will display that child's values in edit mode. Therefore, it's possible to edit both a parent and its child blueprints in the same workflow. 
   2. If the blueprint you opened for editing is a child used in one or more Parent Blueprints, the page title reads “Edit Child Ticket Blueprint,” and you'll see an informational message at the top of the page reminding you that modifications are global.
   3. If the blueprint you opened for editing is not yet part of a parent/child relationship, you'll have the ability to add them as described in Link Child Blueprints. 
4. Click Save Changes.

Tips: 

• The blueprint highlighted in the tree structure in the right panel is always the one in edit mode on the left. In this example, the blueprint in edit mode is the Parent, called “Onboarding New Customer”:
  
• If changes to any blueprints (parents or children) require saving, you'll see the Save Changes button and a warning about unsaved changes at the bottom.
• Click the “Ticket Blueprints” hyperlink in the breadcrumb to navigate back to your complete list:
  

Copy or Delete a Blueprint

To copy a blueprint, follow these steps:

1. Navigate to Admin > Tickets > Ticket Blueprints.
2. Click the vertical ellipsis and select Copy. 

The copy defaults to the same name with “(Copy)” appended. Click it to enter edit mode. 

Note: When you copy a blueprint that already has Child Blueprints (i.e. a Parent), Syncro copies the parent and re-uses (i.e. links) the existing children:

To delete a blueprint, follow these steps:

1. Navigate to the Tickets tab, then select “Ticket Blueprints” from the View button menu.
2. Click the vertical ellipsis and select Delete.
3. Click Delete to acknowledge the confirmation. 
   Note: If the blueprint you're deleting is a Parent, this action will ONLY delete the Parent. Any children will remain in your Ticket Blueprints list and be available for use. If the blueprint you're deleting is a Child, this action will remove the blueprint from ALL of its associated Parents.

Create a Ticket from a Blueprint

Once you have Ticket Blueprints set up, you'll want to create tickets using them. Follow these steps:

1. Navigate to the Tickets tab, then click +New Ticket.
2. In the first dropdown menu, start typing the Customer Organization's name, then select one.
3. In the second dropdown menu, start typing the name of a Ticket Blueprint, then select one:
   
   Notes: 
   • Parent Blueprints display an icon showing how many Child Blueprints are inside. Hover over this number to see the names of individual Child Blueprints to be sure you're selecting the correct one.
   • If you don't see the Ticket Blueprint you're looking for, it may have been excluded from visibility using “Hide from ‘Apply Blueprint’ dropdown” box. (See Create a New Blueprint for details.)
4. Click Create Ticket. Syncro creates the Ticket(s) from the Blueprint you selected, and displays its Ticket Details Page. (If the Blueprint you selected was a Parent, the Ticket Details Page appears with the Child Tickets Section.) 

Troubleshooting Blueprints

Syncro displays informational messages, warnings, and errors to guide you in the creation and use of Ticket Blueprints. 

Icon	Appearance	Meaning & Resolution
	Displays at the bottom of the page near the Save Changes button:     When there are Child Blueprints, also displays in the right panel next to specific children:	This is an error to let you know that some required fields in your Blueprint(s) do not have values.   If needed, click a Child Blueprint to select it. Correct any errors you see highlighted red. For example: Then click Save Changes.
	Displays in the “Child Blueprints” right panel:     and at the bottom of the page near the Save Changes button:	This is a warning to let you know that you've made changes to Child Blueprint(s) that you have not saved yet.   Click Save Changes.
	Displays at the top of the Edit Blueprint page for a Child with multiple Parents:	This informational message is only to let you know that updates to the Child Blueprint will impact all the Parents that it's linked to.   If this is what you want, you can proceed with your edits. If not, you may want to make and edit a Copy instead.
	Displays below the Apply Blueprint (Optional) field when creating a Ticket from a blueprint:	This error message appears when custom fields and/or custom field values were saved as part of the blueprint, but later removed from the system.   If you have the appropriate security permissions, you can click the Edit Blueprint hyperlink to correct the issue.

Security Settings for Ticket Blueprints

There are security settings that Admins can use to allow Syncro Users to work with Ticket Blueprints. For the list and descriptions of each, see the Security Settings Reference.

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

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