Incident Create Template Add Default Fields

[FrancoisLalumie]

Hello,

We have this requirement where we need to add/modify which fields are pulled from the Incident by default when the "Create Template" is selected and the form is loaded on the Agent Workspace.



We would like to remove the "State" field for example, how would we do that?

Thank you, if you need other info let me know.

François

[Brian Lancaster]

I'm not sure there is a way to do this without removing the ability to create a template with the state field. Meaning there is a type of SLA called save_as_template. You could create this ACL and return false but you would then loose the ability to use that field in a template completely and not just when your creating one form an incident. You would create this on the table in question so it would only affect incidents. Example below. Note I was testing so you could leave the admin override check so admins could add state to a template.

[FrancoisLalumie]

Hello Brian and thank you for your reply, it is greatly appreciated.

Interesting answer. I didn't think about looking at it that way. Unfortunately though, we would still need users to be able to add those fields if they want to.

I will still be keeping notes of your answer and mark it as helpful even though we won't be using it.

Thanks again!