Thank you Maik for your quick response! Very helpful but it doesn't solve my case. I will watch this video to learn more about the Many-2-Many tables. I have used Multi-Pivot tables which sound similar, but I appreciate this video that will help get me up to speed on M2Ms.

Can you think of an easier way of tracking Template Usage for users in AgentWorkspace where M2Ms are not needed? If not and this is the best way, any documentation or posts with details you can think of for tracking Template Usage?

We have contemplated using the Keyword search but it has many more limitations, and are planning to focus on incidents that are route forwarded. This is why we hoped creating the custom field and business rule for Template ID would make it readily available to filter against within Incident and Incident_Metric tables.