How to create an Incident Template and share it with an ITIL User

[SNOW46]

Hi Everyone,

One of our ITIL User want to define some template on Incident Form but because of the ACL defined OOB "incident.*" with Description as "No incident fields can be saved as a template unless an override for that field is provided" he can't able to add more fields on the template.

So instead of which I want to define one template for Incident and share it to him so that he can use in the Incident Form.

Can anyone let me know how to create an Incident Template and share it with ITIL user.

Thanks,

SNOW@Das

[karthiknagaramu]

Hi,

You can create a template in System Definition>Template. Create a new record with Table as incident and set all the required values.

To share the template with the user set his user profile in the "User" field.

The template can be shared with a group as well by setting a group in "Group" field.

Regards,

Karthik

[Snowdev3]

Hello,

Please check the below link. This explains step by step guide to create incident template.

Create Incident Template

Note : 

There is OOB ACL which only allow template values to be created if user has write access to the field.

Verify the acces controls on incident table for save as template and add itil role to it.

Let me know if this works , Cheers !!