Background: (Helpdesk Classic)
Hot-topics were used as a simple method of quickly applying Incident information. This was achieved by pressing or dragging a 'hot topic' into the Incident window. 'Password Reset' & 'Toner cartridge replacement' are example uses of the hot topic function.
Templates are feature that in part - replicates the hot topic function found in Helpdesk Classic. And although this is largely the case - there is no such substitution for the drag-drop feature of Helpdesk 'Hot topics' onto the Incident window.
The enclosed document describes a method you can use to implement a Hottopic function.