Templates not visible on the Incident form

[DK18]

Hello,

We have a number of templates available under the Incident table, which can be seen under the System Definition -> Templates. However, they are not visible through the Incident form.

I'm have the Admin access, so don't think it is an access issue. Secondly, I'm able to directly create new templates from the Incident form, so as other ITIL users, but the templates seen under System Definition are not visible.

Appreciate your assistance to resolve this issue

TTemplate14 is one of the templates created directly through the Incident form, none of the other templates are not seen or usable.

[Moy1 · Accepted solution]

I can think of 2 possible scenarios:

1. there is a role added to the template

2. the 'show on template bar' flag is set to false on these template records

[DK18]

Thanks Moy, it was the "Show on template bar". The option wasn't visible on the template form in OOB.

Cheers

[Moy1]

Glad it worked out for you