Before you begin
- Atlas Flow on your plan (Atlas AVD) and turned on for the tenant
- To manage templates: an Atlas role with the Manage Atlas Flow settings permission (Atlas administrators have it)
- To use templates and bulk edit: permission to edit Atlas Flow tickets
Reply templates
In Atlas Flow, open the Settings tab, find Reply templates and select Add reply template. Give it a name, write the reply, and choose whether it posts as a public reply or an internal note. Reply templates are shared by everyone who works on the tenant.
- Fields in double braces are filled in from the ticket when the template is used: {{ticket.number}}, {{ticket.title}}, {{requester.name}}, {{requester.email}}, {{assignee.name}} and {{me.name}} (the technician using it). Select a field under the reply box to add it.
- A field with nothing to fill in, such as a requester on a ticket that has none, is left blank.
- Deleting a reply template does not change replies that were already posted.
Using a reply template
On a ticket, choose Insert template next to the reply box and pick a template. Its text goes into the reply box with the fields filled in, and the reply switches to the template's visibility. You can edit the text before you post it.
If you have already started typing, the template is added after your text rather than replacing it.
Ticket templates
In the Settings tab, find Ticket templates and select Add ticket template. A template can set any of the title, description, priority, category, team and tags, plus a checklist of steps. Everything except the name is optional.
- On New ticket, choose Start from a template. The title, description, priority and tags are filled in and stay editable; the form also shows the category, team and number of checklist steps the ticket will get.
- The ticket's checklist is added when it is created, so every new starter or laptop request follows the same steps.
- The team is only applied for technicians who can assign tickets. An archived category is left off.
- Archive a template to take it off New ticket without losing it, and restore it later. Deleting a template does not change tickets created from it.
Bulk edit
On the Tickets tab, tick the tickets you want to change, or tick the box in the header to select every ticket loaded in the list (up to 100). A bar appears above the list where you can choose any of:
- A status, a priority, a category or no category
- An assignee or Unassigned, and a team or No team (for technicians who can assign tickets)
- Archive or restore (for technicians who can archive tickets)
- Tags to add, separated by commas. Existing tags are kept.
What happens when you apply
Select Apply. Each ticket is changed exactly as if it had been edited on its own page: the same permission checks, the ticket's timeline, the audit log and notifications to the assignee and watchers.
- Atlas reports how many tickets changed. Any it could not change, such as a ticket merged into another one or a ticket that would go over 25 tags, stay selected and the message says why.
- Changing a filter clears the selection, so you never change tickets the list is no longer showing.