Ticket Blueprints

Ticket Blueprints are templates you use to create Tickets that are prepopulated with predefined field values, ensuring consistent setup every time.

For step-by-step instructions, see Create a New Blueprint, Link a Child Blueprint from an Existing Blueprint, Link a New Child Blueprint, and Create a Ticket from a Blueprint.

About the Ticket Blueprints Page

This topic describes the Ticket Blueprints Page layout and the navigation options available to reach it.

Overview

The Ticket Blueprints Page is where you view, search, create, edit, copy, and delete blueprints. Depending on your security settings, there are two ways to navigate to it:

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 page displays a list of all your available blueprints in alphabetical order:

Key Components

Relationships Column

If Parent/Child relationships exist, the Relationships column displays icons describing them:

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

Search Field

Type the name of a Ticket Blueprint in the search field and press Enter to quickly locate a blueprint when your list is long. Delete your criteria and press Enter again to clear the search.

Actions Available from This Page

From the Ticket Blueprints Page you can:

• Click +New Blueprint to create a new blueprint. (See Create a New Blueprint.)
• Click a Ticket Blueprint's name to view and/or edit a blueprint. (See Edit a Blueprint.)
• Click the vertical ellipsis to copy or delete a blueprint. (See Copy or Delete a Blueprint.)

Create a New Blueprint

Use this procedure to create a new Ticket Blueprint with predefined field values.

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 appears in the list on the Ticket Blueprints Page and is what you will select in the “Apply Blueprint” dropdown when creating new tickets.
4. In the Ticket Information section, provide values for all required fields and any 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 ticket emails, unless the "Do Not Email Customer" checkbox is checked.
   • Issue Type: Select from your predefined 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 sent when new tickets are created from the blueprint.
   • Assignee: If the "Enable Ticket Assignment" checkbox is checked in your Ticket Settings, you can select the Syncro User that tickets created from the blueprint should be assigned to. This is usually a specific Technician.
   • Initial Status: Select from your predefined list of Ticket Issue Statuses.
   • Priority: If the "Enable Ticket Priorities" checkbox 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 predefined list of Custom Ticket Types. Depending on the Custom Type, additional fields display:
     
   • Worksheets: Type a worksheet name or use the dropdown 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 "Manage Worksheets" to open the full list, and/or click hyperlinked worksheet names to open their edit pages in a new browser tab. 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 will be used as a Child Blueprint, you can optionally check the "Hide from 'Apply Blueprint' Dropdown" checkbox in the Blueprint Visibility section:
    
   You may want to hide a Child Blueprint 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:" 
   
   Tip: Click the "Ticket Blueprints" hyperlink in the breadcrumb to navigate back to your complete list:
   

After You Finish

If desired, link Child Blueprints (see Link a Child Blueprint from an Existing Blueprint or Link a New Child Blueprint), or Create a Ticket from a Blueprint.

Link a Child Blueprint from an Existing Blueprint

Use this procedure to link an already-existing blueprint as a Child Blueprint to a Parent Blueprint.

Prerequisites

The blueprint that will become the Parent must be open in edit mode. The page title reads "Edit Ticket Blueprint." You must have at least one other existing blueprint available to link as a child.

Context

You can link Child Blueprints to a Parent by selecting an existing blueprint, creating one or more new Child Blueprints, or a combination of both. These methods are described separately for simplicity.

Steps

1. Open the blueprint that will become the Parent. (See Create a New Blueprint or Edit a Blueprint.)
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 because it's already being used as a Parent Blueprint. 
   A tree structure of the Parent/Child relationships displays, with the Child Blueprint highlighted. The Child Blueprint is automatically placed in edit mode, reflected in the "Edit Child Ticket Blueprint" page title. The Child Blueprint's current values also display on the left:
   
   IMPORTANT: Because the Child Blueprint is automatically placed in edit mode, be aware that any changes you make to it here are global and will also affect how it's used in other parents.
4. If desired:
   1. Modify the values for the Child Blueprint. 
      Note: If the Child is used in other Parents, an informational message displays at the top because any changes you make to the Child Blueprint here will also affect how it is used in other parents. (See Ticket Blueprint System Messages.)
   2. Select 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: Ticket Blueprint System Messages.)

After You Finish

You may now want to Create a Ticket from a Blueprint.

Link a New Child Blueprint

Use this procedure to create and link a brand-new Child Blueprint directly from the Parent Blueprint you're working on.

Prerequisites

The blueprint that will become the Parent must be open in edit mode. The page title reads "Edit Ticket Blueprint."

Context

You can link Child Blueprints to a Parent by selecting an existing blueprint, creating one or more new Child Blueprints, or a combination of both. These methods are described separately for simplicity.

Steps

1. Open the blueprint that will become the Parent. (See Create a New Blueprint or Edit a Blueprint.)
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, 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 the 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: Ticket Blueprint System Messages.)

After You Finish

You may now want to Create a Ticket from a Blueprint.

Copy, Delete, or Reorder a Child Blueprint

Use this procedure to copy, delete, or reorder the Child Blueprints within a Parent Blueprint.

Prerequisites

The Parent Blueprint must be open in edit mode with at least one Child Blueprint linked.

Steps

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

1. To delete a Child Blueprint: click the bin () icon. 
   Note: This removes the blueprint from this parent only. It may still be used in other blueprints.
2. To copy a Child Blueprint: click the duplicate ()  icon. The copy defaults to the same name with "(Copy)" appended. Click the new child to put it into edit mode.
3. To reorder Child Blueprints: click and drag the triple-line () icon. 
   Note: This icon only appears when there are multiple children. The order in the tree structure determines the order in which tickets are created from this Parent.

Edit a Blueprint

Use this procedure to modify the field values of an existing Ticket Blueprint.

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 field details.) Notes:
   • If the blueprint you opened is a parent, the page title reads "Edit Parent Ticket Blueprint" and the right panel displays the tree structure of its children. Clicking a Child Blueprint displays that child's values in edit mode on the left, so you can edit both a parent and its children in the same workflow.
   • If the blueprint you opened is a child used in one or more Parent Blueprints, the page title reads "Edit Child Ticket Blueprint," and an informational message at the top reminds you that modifications are global.
   • If the blueprint you opened is not yet part of a parent/child relationship, you can add children from this page. (See Link a Child Blueprint from an Existing Blueprint or Link a New Child Blueprint.)
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:
• If changes to any blueprints (parents or children) require saving, the Save Changes button and a warning about unsaved changes display at the bottom.
• Click the "Ticket Blueprints" hyperlink in the breadcrumb to navigate back to your complete list:
  

Copy or Delete a Blueprint

Use this procedure to copy or delete a Ticket Blueprint from the Ticket Blueprints Page.

To Copy a Blueprint

1. Navigate to Admin > Tickets - Ticket Blueprints.
2. Click the vertical ellipsis next to the blueprint you want to copy 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 (links) the existing children:

To Delete a Blueprint

1. Navigate to the Tickets tab, then select "Ticket Blueprints" from the View button menu.
2. Click the vertical ellipsis next to the blueprint you want to delete and select Delete.
3. Click Delete to confirm.

Note: If the blueprint you're deleting is a Parent, this action deletes the Parent only. Any children remain in your Ticket Blueprints list and are available for use. If the blueprint you're deleting is a Child, this action removes it from ALL of its associated Parents.

Create a Ticket from a Blueprint

Use this procedure to create one or more Tickets using a Ticket Blueprint.

Prerequisites

At least one Ticket Blueprint must exist. If you have created a custom ticket workflow and set it as the default, the Apply Blueprint option will not appear when creating a new ticket using that workflow. To use blueprints, use the "Original Ticket Workflow" option instead.

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 and confirm 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 the "Hide from 'Apply Blueprint' Dropdown" checkbox. (See Create a New Blueprint for details.)
4. Click Create Ticket. Syncro creates the ticket(s) from the Blueprint you selected and displays the Ticket Details Page. If the Blueprint you selected was a Parent, the About the Ticket Details Page appears with the Child Tickets Section.

Ticket Blueprint System Messages

Use this reference to identify the icons, messages, and resolution steps for informational, warning, and error states you may encounter when creating and using Ticket Blueprints.

Icon	Where It Appears	Meaning and Resolution
	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 error indicates that some required fields in your blueprint(s) do not have values.    If needed, click a Child Blueprint to select it. Correct any fields highlighted red:   Then click Save Changes.
	In the Child Blueprints right panel:      and at the bottom of the page near the Save Changes button:	This warning indicates you've made changes to Child Blueprint(s) that have not been saved yet.    Click Save Changes.
	At the top of the Edit Blueprint page for a Child with multiple Parents:	This informational message indicates that updates to the Child Blueprint will affect all Parents it's linked to. If this is the intended result, proceed with your edits. If not, make and edit a copy instead.
	Below the Apply Blueprint (Optional) field when creating a ticket:	This error appears when Custom Field values were saved as part of the blueprint but have since been removed from the system. If you have appropriate security permissions, click the Edit Blueprint hyperlink to correct the issue.

Configure Security Settings for Ticket Blueprints

Use this procedure to grant Syncro Users permission to work with Ticket Blueprints.

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

Steps

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 checkbox to allow all actions, or individual checkboxes as desired.
3. Click Update Group to save your changes.
4. Make sure any desired users are assigned to that Security Group.

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