Create incident template

  • Release version: Australia
  • Updated January 30, 2025
  • 1 minute to read

    • 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]
      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.