Enabling Incident Templates in Service Operations Workspace

[Rman1]

Hello everyone,

We are facing difficulties in enabling Incident Template usage in Service Operations Workspace, (SOW.) Our agents can see them in UI16, but are not able to in SOW.  Is there a specific role, plugin, or configuration that needs to be completed?

We are currently on Xanadu.

Thank you 

[kaushal_snow]

Hi @Rman1 ,

In the Xanadu release, to use Incident Templates in Service Operations Workspace (SOW), you need to ensure that the Service Operations Workspace for ITSM Applications plugin (including Incident Management for SOW) is installed and up‑to‑date, and that users have the sn_sow.sow_user role, only then will templates appear and be usable in SOW similar to UI16 functionality...