Creating a Lower Level Incident Hierarchy Template

After you create and save a template, the following links appear in the View Hierarchy Templates screen:

To create a template that will be one level below an existing template, select the existing template and click the Add link.

The Hierarchy Template screen appears. On a lower-level template, the Basics tab does not contain the Make Available to mySupport and Make Available to Support Representatives fields because only top-level templates are available for selection in the mySupport portal and Incident screens. (However, the layouts will apply to incidents created by the template.)

When you add a lower level template to a top-level template, the lower level template is indented in the View Hierarchy Templates screen.

After using a hierarchy template in the Incident screen, use either the Related Hierarchy field (if configured) or the View Related icon (which displays a dialog as shown below) to display the incidents created by the template hierarchy. A Click for Details icon appears next to each open and closed incident for displaying incident details.

Adding a Third Level Template

Defining Dependencies on Other Templates in a Hierarchy