Can't have an empty template for one ticket type, as well as a non-empty default template

[Ryan J Ollos]

There does not appear to be a way to have an empty template for one ticket type, as well as a non-empty default template.

If a ticket type is set to have an empty template, then the default template is used. So if one wants to have an empty template for a particular ticket type, then the default template must be set to an empty template.

It would be nice if it was possible to have a non-empty default template and set one of the ticket types to use an empty template. Perhaps a Use Default checkbox would be the best way to accomplish this. The checkbox could be selected by default to preserve the existing behavior.

[Richard Liao]

In my opinion, ticket template just provide a convenient way to help users to create ticket quickly, and relief the burden if they need create similar tickets frequently by creating their own templates. The philosophy is provide as much as content they would need to input, and remove content as little as possible, since we can't guess what user may need, or it would make users very annoy sometimes. So, when some field in template is empty, we just keep existing content untouched.

PS: the next version will support macros in ticket template, which will support date, time, account and so on. An extension point may be added, to let others to create their own macros.