Using Templates

To use a template, click the Use Template icon or select the Use Template option in the applicable screen menu. Use templates for frequent occurrences of an incident, change, or purchase request. Templates populate fields as configured; if a script is associated with the category combination, it can be enabled to display when the template is selected. Note that scripts do not appear on the mySupport portal. Templates can be configured to append or replace the text in the following fields:

• Incidents - Short Description, Description, Resolution fields
• Changes - Reason, Description, Results fields

• Purchase Requests - Short Description, Comments

A rule group may be assigned to an incident or change  template. If you select a template with a rule group, the  rule group assigned to the template will replace any existing  rule groups that may be in effect (for the category, customer, or company). When the template is selected from the mySupport portal, it takes effect based on the record creation date and time.

An incident template can be configured to automatically close; if you select an auto-close template, the status of the incident will change to Closed and the incident window will close (unless required fields are blank).  If configured, the time spent on the incident is recorded in the Time Worked field.  If you select an auto-fill template (one that does not auto-close), the incident will remain open. A script will display if associated with the categorization.

Use hierarchy templates to track and manage incident and change tasks that have multiple activities. Existing incident and change functionality such as routing applies to changes created from hierarchy templates. To use a hierarchy template, click the Use Hierarchy Template icon select the Use Hierarchy Template option in the applicable screen menu. See Using Change Hierarchy Templates and Using Incident Hierarchy Templates for more information.