Adding and editing form templates

To create a form template, do the following:

1. To open the page, use the path(s) in the Security and navigation section above.
2. Click New, or select Edit from the context menu.
3. Select the form (entity) this template will be populating. The Form Template Editor (Entity) window opens.
   
4. Populate or edit the following fields.

NOTE  Form templates for entities that support Rich Text in the Description, Summary Notes and Internal Notes fields support Rich Text on the form templates, as well. Refer to The Rich Text editor.

Template section

Field	Description
Form Template Name	Enter a name that includes the entity the template will populate.
Form Template Description	Enter a detailed description about the template's intended use.
Active	If selected, the form template is available for use.
Speed Code	Enter a short code (up to 10 letters, numbers, and symbols) you will use to select this form in Autotask and LiveMobile.
Available To	Select the users to whom this template will be available: • Myself Only (Personal) • Department • Anyone in Organization (Organization) You will see only the options allowed by your security level.
Department (available only when Department is selected as the Available to option).	If you selected the Department radio button, click the drop-down menu and select the department to publish this form template to. You can only select one department.

Form-specific fields

Form templates contain most of the same fields, including user-defined fields, as the pages they are used to populate. To save the form template, you must populate at least one form-specific field. For field descriptions, click the link for the Help topic of each page.

Field	Field Descriptions are available here
Ticket	Adding, copying, and editing tickets and The checklist. For Change Request tickets, also refer to Managing change info fields. For tags, refer to Working with tags on a ticket.
Ticket Note	Adding a note to a task or ticket
Ticket Time Entry	Adding a ticket time entry
Recurring Ticket	Adding and editing recurring ticket templates
Task	Adding or editing a task and The checklist
Task Note	Adding a note to a task or ticket
Task Time Entry	Adding and editing time on a task
Project Note	Adding or editing project or project phase notes
Service Call	Adding and editing service calls
Quick Call	Adding a Quick Call
Opportunity	Adding and editing opportunities and The checklist
Quote	Adding or editing an Autotask quote

Notification

Form templates can also manage the notification settings of entities they are used to create.

Field	Description
Notification Template	Notification templates determine the content and layout of the notification email. Most templates contain not only the subject line and email body text, but variables that pull data right out of Autotask. NOTE  If the list of recipients includes resources who lack permission to view internal notes, attachments, etc., the text pulled by the variable is replaced with See [Entity Name]. This field appears in entities that support email notification when you create or edit them. The default template is selected, but can be modified. All active notification templates for the entity and event are available. If it is present, click the preview icon to preview the selected notification template. The notification template is shown with variables instead of actual data.
Send Email From	This field determines the email address that is used as the Sender address in the notification email. Choose the email address you would like to use as the outgoing sender. Depending on the context, the following options are available: IMPORTANT  Replies to notification emails will come to the selected email address. Make sure that the mailboxes are watched or the emails are properly redirected. Option appears as: Available on: Use to select as the sender: Initiating Resource Notification Templates The Primary Email Address of the individual user who initiated the event that triggered the notification. IMPORTANT  Be aware that when clients reply to notifications, they are now the "initiating resource" but may not have authorized Autotask mail servers. This may cause bounce back issues. It is always safer to select the organization's support email address. Initiating Resource (however, if the selected notification template has an "Other Email" option, that will be used) Workflow Rules No (this means: don't use your local organization's support email address) Service Call Default Settings Sender's Name <Sender's Email Address>   Entity notification default settings The sender's Name and Primary Email Address. This is the most personal option. When using it, keep in mind that any replies will be sent to that address. Form Templates Your organization's support email address Notification Templates Your organization's Support Email Address. Refer to Configuring a support email address default. Yes (this means: use support email address) Service Call Default Settings <Support Email Address> Workflow Rules Send email from <your organization's group email box> Manual notifications using a Notifications tab or section Send From (Name) <Support Email Address> Entity notification default settings The Send From (Name) configured for your organization's support email address in combination with the Support Email Address.   Form Templates Sender's Name, followed by the support email address Entity notification default settings Your local organization's Support Email Address with the initiating user's Name. This option appears personal but ensures that any replies will be sent to the support group inbox. Refer to Configuring a support email address default. Form Templates <Support Email Address> with Initiating Resource's Name Notification Templates Use notification template's setting Entity notification default settings The sender selected on the notification template. This option should be chosen to ensure consistent messages to go out. Form Templates Service Call Default Settings Workflow Rules Alternate Send From Email Address Notification Templates An Alternate Send From Email Address configured for the receiving organization. If this workflow rule applies to a specific organization only and you have configured Alternate Send From Email Addresses for the organization, you can select one from the drop-down control. Refer to Alternate Send From Email Addresses. Workflow Rules Other Notification Templates Any email address. This option can only be selected on the notification template. You can enter any email address and name. On a template that was selected on a workflow rule, it will override the Initiating Resource if one was selected on the workflow rule. EXAMPLE  One way to use this option is to set up a group email for your sales team (such as sales@yourorganization.com) and use it on CRM notification templates, where your support email address would be inappropriate. <Blank> Form Templates To make no selection and leave selecting the sender to the individual user. The form template will not populate the Sender field on the Notification panel of the entity, and users will need to make a manual selection.
Notify	This header or section appears everywhere a notification email can be sent from Autotask, as well as the Default Settings dialog box for entities that support them. It is followed by a checklist of role-based recipients that can be selected to receive the email. In the actual email, the contacts or resources in these roles will replace the role names. Refer to Role-based notification recipients. On the entities (but not on the default settings), you can add named contacts and resources to the list of recipients and add external email addresses to the Other Email(s) fields. Customer contacts are added to the email To: field, whereas internal resources are added to the BCC: field. For the notification email to be sent, you must select or enter at least one recipient in the To:, CC:, BCC:, or Other Email(s) fields.
Other Email(s)	This field appears in the Notification section of Autotask entities. It lets you send notification emails to recipients whose email is not stored in Autotask, because they are neither a customer contact nor an internal resource. On some forms, there are multiple Other Email(s) fields to allow you to distinguish between To:, CC:, and BCC: recipients. Enter the full email address for each recipient. Separate multiple email addresses with a semicolon.
Additional Email Text	This field appears in entities that support email notification when you create or edit them. It stores additional text you want to appear in the notification email. Enter any text that you want to appear in the notification email above the attachment or above the body text defaulted in from the template. Depending on the entity, text that you enter here may or may not save to Autotask. If saved, it will be available for viewing as a system note.
Remove existing recipients when applying this form template	This check box appears on the form template editor for the following entities: Opportunity Task, Task Note, Task Time Entry Ticket, Ticket Note, Ticket Time Entry If selected, notification recipients that were defaulted in (from the category, default notification settings, contract, etc.), or manually selected on the entity before the form template is applied, will be cleared.

5. Click Save & Close.