Remove (or hide) default templates for INC's
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08-19-2024 07:56 AM
When viewing Templates for Incidents, the following 3 templates should not be visible for ITIL users:
currently standard ITIL users are not making use of these templates, and for users with many templates these 3 unused templates take up space and they have no control to remove them from their view.
We need to make sure that Virtual Agent is not impacted by this change, the listed templates should be made not visible (or not shared) rather than removed.
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05-19-2025 08:06 AM
We're running into this issue today. New IAR templates visible to everyone using incident. We had to open a case for IAR which is awaiting resolution, but we hope to use it in the near future. Would removing the global checkbox affect their use? What did you end up doing with them?
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07-25-2025 11:54 AM
I know its been awhile but did you happen to find a solution to this? We have observed the same and these templates are also included in a PDI but I fail to understand the value of them being available to ITIL users as well as the impact if these were set to inactive.
