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Incident templates and record producers › Configuring Incident Management › Incident Management › IT Service Management
Release: Australia · Updated: 2025-01-30 · Official documentation · View source

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.

        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]
Image omitted: incident-template.png
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.
  1. 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