Create incident template
Create an incident template to confirm consistency in the way information about the incident request is captured. A template also helps you to create incident easily and accurately.
Before you begin
Role required: admin
About this task
Let us consider an example where you want to create a template to log an incident when you are denied access to the Bond Trading application.
Procedure
-
Complete the steps in Create a template using
the Template form using the following information:
- Name: Bond Trading Access Denied
- Table: Incident [incident]
- Global: Select the check box. The Global option allows any user to use the template, not just the template creator.
- User: The user who can configure and apply this template. If specified, only that user can see the templates unless Global is also selected.
- Group: The group whose members can use this template. If specified, only members of that group can see the template unless Global is also selected.Note:If neither User nor Group is specified and Global is deselected, the template is visible only to you. To share a template with a team, specify a group or select Global.
- Short Description: Bond Trading Access Denied
- Template: Add the following values to define the
fields that are filled in when the template is used:
- [Category]: [Inquiry / Help]
- [Configuration Item]: [Bond Trading]
- [Description]: [The user was denied access to the Bond Trading application]
- [Impact]: [2 - Medium]
- [Urgency]: [3 - Low]
Note:Template fields only support static values. For dynamic references to other field values, you can use a client script or UI action. For example, a resolution can't automatically include the caller's name.