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Create an incident template

Create an incident template

Templates simplify the process of submitting new records by populating fields automatically. Create an example template to use in the Incident form.

Before you begin

Role required: admin

About this task

In this example, create a template to log an incident when a user is denied access to the Bond Trading application.

Procedure

  1. Navigate to System Definition > Templates.
  2. Complete the steps in Create a template using the Template form.
  3. Enter the following information.
    • Name: Bond Trading Access Denied
    • Table: Incident
    • Global: Select the check box. The Global option allows any user to use the template, not just the template creator.
    • 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]
    Figure 1. Incident Template