Creating a Draft

Performing operations to add information or articles to a ticket opens a pop-up window. When filling out the form, attempting to navigate away from the ticket results in the browser window attempting to close the related pop-up. If opening a new tab is not an option, it is possible to save the information entered into the pop-up as a draft.

Save as a draft

Note

This option is not available when creating a new ticket.

To save the form data as a draft, enter a new name for the draft.

Naming the draft

The name entered creates a named draft, which can be selected when viewing a ticket. Drafts may be selected, or deleted from the ticket detail view.

Important

Each form may only have one draft of the same name. You may use the same name for different forms.

Available drafts

The draft created can be applied by any user of the system, based on their permission on the ticket.

Note

Applying the draft will may require a lock, meaning you must be the owner, responsible or the ticket must be unlocked.

Important

All variables previously filled by any templating tags will not contain the information of the current user, but the information of the user creating the draft.

Drafts can be edited, updated or a new draft can be created upon opening the current draft.

Editing a draft

If any changes have been made to the ticket in the meantime, this will be indicated in the notification area of the draft.

Notification warning

Important

All drafts have a decay time applied. By default this is seven days and can be modified by the administrator of the system. This decay time, configured with the system setting FormDraftTTL###Ticket, is a system wide setting.