Errors/conflicts when trying to apply a template to the incident form

[Matus Kvackaj]

Dear experts,

We have an issue with the following templates:

Template 1

throwing:

Template 2

throwing:

Template 3

throwing:

So in conclusion, setting Additional comments and Work notes is problematic. Both of these fields are visible on the form. What I find interesting though, is that for the 2nd template, setting Additional comments was successful (unlike the 1st template).

I would appreciate any kind of advice.

Best regards

Matus

[Swamy Malluri]

Hi @Matus Kvackaj 

Ideally state shouldn't be included in template, Also check whether user has sufficient roles to update information other fields. 
And work notes and comments for communicating with fulfiller or caller, ideally these fields shouldn't  be populated in new ticket.

Thanks,

Swamy

[Matus Kvackaj]

Hi Swamy,

Thank you for the response. I have checked that the user has the sufficient roles to fill the information, it also works if I try to fill those fields manually. I apologise, I do not understand the last comment regarding wn's and comments - these templates are used by agents working on the incidents, for example the first template is used when they want to notify the caller on the 3rd strike, so that they do not have to fill all information manually.