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Managing incidents › Incident Management › IT Service Management
Release: Australia · Updated: 2025-01-30 · Official documentation · View source

Create a template from the incident form

Create a template that define default values for forms so that users can easily create incident. You need to have appropriate permissions before creating templates.

Before you begin

Role required: itil, sn_incident_write, or admin

Procedure

  1. Navigate to All > Incident > Create.

  2. Select the more options icon

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More options icon and then select **Toggle Template Bar** to see the template bar.
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Toggle template bar
  1. On the template bar, select the add icon (
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Add icon\).
Image omitted: create-template-inci-form.png
Select add to create template.
  1. On the form, fill in the fields.
FieldsDescription
NameName of the template.
TableTable that this template applies to. Select Global to make the template available for use with all tables.Note: The table list shows only the tables and database views that are in the same scope as the template.
ActiveOption for making the template available for use. A template must be active to be used.
ApplicationApplication scope of the rules. The scope defines whether the rules are available for all applications or for scoped applications.
UserUser who can configure and apply the template. If you define a user, no other users can see the template unless you select the Global option.
GroupsGroup whose members can configure and apply the template. If you define a group, no other groups can see the template unless you select the Global option.
GlobalOption for allowing any user with the itil,sn_incident_write, or admin role to view and apply this template. When you clear this option, only users or groups specified in the User and Groups fields can access the template.
Short descriptionDescription of the template.Note: Adding content to this field does not add that content to the Short description field of the forms that use this template.
TemplateContent that automatically populates records that are based on this template. Select a field from the specified table in the left column and then enter the data to automatically populate in the right column.Note: Even though you can select dot-walked fields in the template, they do not apply to fields that are on the form.

  1. Select Submit.

    The template is created and you can find it on the template bar.