Hi Steve,
I think you can make a parent group with however many child groups you want, then set the template group to the parent to make it available for all of them, just did a quick test in my instance and seemed to work without issues. Would that work or do you really need to modify the system to look at a list of groups? Secondly,
you may try applying the update set to a demo instance and try creating a template on the incident table and made it available to the Service Desk group (added in the u_group_list field). Impersonating ITIL user who is a member of Service Desk.
when I create a new incident, i still do not have Apply Template as an option under the Templates context menu. I see Templates and can go look at the template that I created, but I do not have an option to use the template.
Let me know how it goes:)
Best,
Aditya Telidevara
