When a user with ITIL role tries to create an incident template, he/she does not have all fields available.
weirdly enough my ITIL users can only assign values when creating an incident template to the following fields:
- category
- impact
- subcategory
- urgency
- show related fields
they are missing the ability to create templates by assigning values to key fields such as caller, short description, description, and assignment group among others.
can someone help me to find which role I need to assign, (or what to do) in order to have non-admin users create templates for incidents where they will have access to these key fields?
thank you in advance!
Efra
