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

1. Navigate to All > System Definition > Templates.

   You can also Create a template from the incident form.

2. 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.

     • 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 you leave User and Group empty and clear the Global check box, only you can see the template. To share the template with a team or user, specify a Group or User, or select the Global check box.

   • 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] [Omitted image “incident-template.png”] Alt text: Incident template to log incident when access is denied to the Bond Trading application

   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.

3. Select Submit.

Parent Topic:Incident templates and record producers

Related topics

{Create a module that uses incident template}[]

{Create a record producer to log incidents}[]

{Create a record producer using a template}[]