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Create incident template

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Create incident template

Create an incident template to ensure 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 System Definition > Templates.
  2. Complete the steps in Create a template using the Template form using 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]
    Incident template to log incident when access is denied to the Bond Trading application
  3. Click Submit.
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