To get started, complete the following fields on the Incident Hierarchy tab in the Options and Tools | Automate | Templates screen.
Incident Hierarchy Template Basics Tab Example
Name |
Enter a name for the hierarchy template. This name will display for selection in the Incident screen. |
Make Available to mySupport |
This field is only available on a top-level hierarchy template. Select Yes to allow the template to be used on the mySupport portal. |
Enable Category Selection and Require Lowest Level |
This field appears if Yes is selected in the Make Available to mySupport field. Select Yes to enable the category picker when the template is used on a mySupport portal. The user will be prompted to select the lowest level category if they have not already done so. |
Description as Placeholder for mySupport |
Select On to remove the configured text in the Issue Description field when the user clicks in the field in the Incident screen on mySupport. |
Make Available to Support Representatives |
This field is only available on a top-level hierarchy template. Select Yes to include the template in the list of templates for selection in the Incident screen. You can restrict access to members of support representative groups via the Group Access tab. |
Approval Cycle |
If
approvals are enabled, select the approval cycle to associate
with the template. The rule group in effect for the incident can
control whether approvals are required and how approval cycles
are applied. You can use the Create New |
Categorization |
Click the Categorization link to select a category combination describing the issue. This category combination will populate the Categorization field in the Incident screen. |
Display the Call Script for This Category Set |
This field is enabled if a script is associated with the selected category combination. Select Yes to display the script when the template is selected in the Incident screen. To view the call script associated with the categorization, click the View Call Script link. |
Short Description |
This field appears if the Short Description field is enabled on the Incident Fields tab in the Incident Management Configuration screen. Enter the text to populate the Short Description field in the Incident screen. |
Description as Placeholder |
Select On to remove the configured text in the Issue Description field when the user clicks in the field in the Incident screen. |
Issue Description |
Enter the issue description to populate the Issue Description field in the Incident screen. If On is selected in the Description as Placeholder field, the text will disappear when the user clicks in the field in the Incident screen. |
Issue Resolution |
Enter the issue resolution to populate the Issue Resolution field in the Incident screen. |
Incident Hierarchy Template Advanced Tab Example
Default Assignee |
Select the support representative to populate the Assignee field in the Incident screen. If this field is left blank and the template is applied, the incident source is considered:
You can use the Create New |
Routing Method Route Type
|
Select one of the following for assignment of incidents created by the template:
If Load Balanced or Round Robin is selected, the Route Type field will appear; select By Name to select among all available representatives, By Group to select among a specified group, By Location to select among those in a specified location, By Skill to use the categorization to select qualified support representatives, and By Location By Skill to select among those in a specified location with qualified skills. See Setting Up Routing and Skills for more information. If there is no support representative available for a selected method, an incident will be assigned to the support representative in the Default Assignee field. If none, the incident will be assigned to the support representative in the Default Incident Assignee field on the Basics tab in the Incident Management Basics screen. |
Default Status |
Select
the status level to populate the Status field in the Incident
screen. You can use the Create New |
Restrict Statuses/Statuses to Display |
To designate the status labels that will be available for selection in incidents created by the template, select Yes and then select the labels. |
Default Mapping |
This
field appears if Impact Urgency Mapping is enabled. Click this
link to select the Impact, Urgency, and Priority mapping to assign
to the Impact, Urgency, and Priority fields on incidents created
from the template. You can use the Create New |
Default Priority |
This field appears if Impact Urgency Mapping is not enabled on the Basics tab in the Incident Management Configuration screen. Select the priority level to populate the Priority field on the Incident screen. |
Default Number of Days for Followup |
If including a followup date on the Incident screen, enter the number of days (after the incident open date) to be used in the calculation of the date to display by default in the Followup field. When the followup date is reached, a followup reminder email will be sent to the assignee of the incident. Once the email is sent, the date is recalculated based on the number of days entered in this field. |
Append Short Description/Description/Resolution to Existing Text |
Select Yes to add a blank line and the text from the Short Description, Description, and/or Resolution field to existing text when the template is applied to a saved incident. |
Append Description From Parent |
Select Yes to enable the description from a parent (originating) incident in a hierarchy to be appended to the description in a child incident created from it. This will also apply to child incidents created via rules or when the template is applied to an incident that is already part of a hierarchy. Note that if this option is set to Yes for templates on all levels of a multi-tier hierarchy, the lowest level work items could have descriptions built up from many other higher level work items. The text entered in the work item's description via email or direct entry will be retained when the template’s configured description and resolution are applied. If the Append Description/Resolution to Existing Text option is also enabled for a template, an incident description would include the text from the template, the text entered via the email, rep, or mySupport customer, and the description from the parent (originating) incident. This setting will be ignored if the template is applied to an incident that has no parent level incident (it's not part of a hierarchy). |
Auto Close Parent |
Select Yes to automatically close the top level work item if all lower level work items in the hierarchy are closed. The following text will be included in the resolution field: “Automatically closed after closure of all work items in the hierarchy”. |
Auto Close Parent Status |
If
automatically closing a top level work item when all lower level
work items in the hierarchy are closed, select or create a Closed
status label to assign to the top level incident that is automatically
closed. You can use the Create New |
Rule Group
|
Select the rule group to apply when the template is selected in the Incident screen or leave None selected to apply the default rule group. When the template is selected in the Incident screen, the rule
group assigned to the template will replace any existing rule
groups that may be in effect (for the category or customer). You
can use the Create New |
Desktop Incident Layout |
Select
the layout containing the fields and tabs that will display when
the hierarchy template is selected for an incident via the Incident
screen or a rule. You can use the New |
mySupport Display Incident Layout |
Select
the mySupport incident display layout (configured via the mySupport
Layouts screen) to apply when incidents created by the template
are displayed on a mySupport portal. You can use the New |
mySupport Submit Incident Layout |
Select
the mySupport incident submit layout (configured via the mySupport
Layouts screen) to apply when the template is used on a mySupport
portal. You can use the New |
The Custom Fields tab contains custom fields configured via the Custom Fields screen; select the values to populate custom fields by default in incidents created by the template.
Incident Hierarchy Template Format Tab Example
If Yes is selected in the Make Available to mySupport field on the Advanced tab, use the Format tab to add formatted text and images to appear at the top (header) and bottom (footer) of the mySupport submit screen.
Use the Group Access tab to restrict display of the template to members of support representative groups. Click the Add link to display the following dialog for selecting the groups. After you add one or more groups and save, the template will display only to members of the selected groups.