How to apply a problem template

You can apply a template to an existing problem. The advantage of a template is that you can add standardized information quickly when a problem meets certain criteria.

Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
A phrase. You can specify that the search results contain a specific phrase.	`"cat food"` (quotation marks)	Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

Example: A critical problem template can quickly set the business impact, urgency, and more in a new problem.

To apply a template:

From the main menu, select Run > Problem > Problems. Service Management displays a list of all problem records.

Select the problem record that you want to standardize with a template.

Click the record identifier in the ID column to display the selected record.

Click Apply template on the toolbar. Service Management displays a dialog that contains a list of existing templates.

Choose the appropriate template.

Click Apply template. Service Management populates the fields in the current record with the values from the template fields.

Click Save on the toolbar.

After you apply a template to a record and save the record, there is no further relationship with the template. You can delete the template without affecting the values in the saved record.