https://www.servicenow.com/community/community-central-forum/using-templates-for-incidents/m-p/3276791#M3264 <P>I've recently been tasked with coming up with some process documentation on the usage and maintenance of "Incident Templates". Primarily used to quickly stand-up a standardized identification method of capturing of incident data when new interruptions are being reported to a non-centralized, in-house Service Desk. I would also like to use them for when Level 2 teams identify a trend in incidents that SDAs aren't able to resolve or at the start of a high priority (Major, P1, P2) Incident to help capture impact quicker. I'm not finding a lot of use cases or best practices on how other people have managed or used these types of templates and any help would be greatly appreciated.&nbsp;</P> Thu, 29 May 2025 15:13:50 GMT Redbeard 2025-05-29T15:13:50Z https://www.servicenow.com/community/community-central-forum/using-templates-for-incidents/m-p/3276791#M3264 <P>I've recently been tasked with coming up with some process documentation on the usage and maintenance of "Incident Templates". Primarily used to quickly stand-up a standardized identification method of capturing of incident data when new interruptions are being reported to a non-centralized, in-house Service Desk. I would also like to use them for when Level 2 teams identify a trend in incidents that SDAs aren't able to resolve or at the start of a high priority (Major, P1, P2) Incident to help capture impact quicker. I'm not finding a lot of use cases or best practices on how other people have managed or used these types of templates and any help would be greatly appreciated.&nbsp;</P> Thu, 29 May 2025 15:13:50 GMT https://www.servicenow.com/community/community-central-forum/using-templates-for-incidents/m-p/3276791#M3264 Redbeard 2025-05-29T15:13:50Z