Description field not visible in Incident Template

[Kishore47]

Hi Team,

One user is unable to see or add  the Description field while creating a New Template on the Incident table.

• User has snc_internal role
• Description field is visible on the Incident form
• Issue occurs only during template creation
• As an admin, I am able to see the field without any issue

Could you please suggest if this is due to ACL restrictions (e.g., save_as_template) or any specific configuration?

Thanks!

[Ankur Bawiskar]

@Kishore47 

but templates are configured by admin so why would you allow any non-admin to manage Templates?

I will recommend keep admin role

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[Kishore47]

Hi Ankur,

Thank you for your suggestion.

In our case, the requirement is slightly different. We need IT technicians (non-admin users) to be able to create templates directly from the Incident form using the “Create Template” option, as part of their day-to-day operations.

Currently, they were unable to see certain fields like Description while creating templates. To address this, I implemented a save_as_template ACL, which resolved the issue.

I understand your point about restricting template management to admins for better control. However, in this scenario, we are planning to limit this capability to specific users by using a custom role instead of broad roles like snc_internal.

Please let me know if you see any concerns with this approach or if there’s a better recommended way to handle such use cases.

Thanks!