You are here: Run > Incident Management > Configure Incident Management > Create an incident template
How to create an incident template
There are two methods to create an incident template. Choose the one that works best for your organization.
Method 1: create a template from an existing record.
Service Management does not copy the following information from an existing record into a new template:
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Reported by
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Date fields
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Priority
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Models
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Related records
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Discussions
To add a template based on an existing record:
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From the , select Run > Incident > Incidents. Service Management displays a list of all incidents.
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Select the record that you want to use as the template.
Click the record identifier in the ID column to display the selected record.
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Click More > Create template from record. Service Management displays the new template form with the values copied from the original incident.
Method 2: create a new template.
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From the , select Run > Incident > Templates. Service Management displays a list of all template records.
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Click New. Service Management displays the New incident template form.
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Complete the Template details section.
Field Description Title A title for the template. You may use a maximum of 30 characters for the title.
Best practice: Choose a meaningful, descriptive, and relatively short title. Titles are often the only identification used in selection lists and in other areas to identify component.
Type This field is auto-completed with the template type: change, incident, or problem. Description A description that captures the details of the template. Provide enough information to help future users understand the purpose of the template. -
Choose the values that you want to populate fields found in these sections:
- Incident details
- Classification
- Assignment
- Resolution
- Click Save.
