Incident Form Template: Priority Field not available

[Jamsta1912]

Hello all,

I'm trying to create a new form template for incidents. I've noticed that the 'Priority' field is not available to select as a field in the template, though it is available for task, problem and change request. This is the case in my Personal Developer Instance as well as in my company's instance. Anyone know why this is?

Thanks

[Harshal Gawali]

Hi,

Please follow below steps to create template for incident form.

1. click on more option.

2. It shows you list of templates below incident form. click on '+' icon to create new template.

3. Fill all the information and give template priority which you want.

 

I hope It will help you.

Regards,

Harshal Gawali

[Jamsta1912]

Thank you Harshal. Even when creating a new template directly from an incident where the priority field was populated, priority was then being excluded from the template definition. But it turned out there is an ACL for operation = save_as_template, for the priority field on incident. I've now disabled that ACL and all is well.

[Sajilal · Accepted solution]

Interesting, can you try creating a ACL for Incident.Priority as save_as_template operation one and confirm if that resolves your problem

Mark ✅ Correct if this solves your issue and also mark 👍 Helpful if it helps resolve your problem

Thanks,
Saji

[Jamsta1912]

Hi Saji,

Thank you - that was the issue. There's an OOTB ACL preventing use of the priority field on templates, specfically for incidents. I've disabled the ACL and we're now able to add it 🙂