A parent incident template is used to create new incidents. Incidents created from a template will include information for fields that you don’t have to manually enter. By using a template for new incidents, new incidents are created faster than from scratch.

The template author creates a template for release records by performing the following steps.

To create a parent incident template

  1. In the Service Manager console, open the Library workspace, and in the Library pane select Templates.

  2. In the Templates list, select an incident template such as Networking Issue Incident Template and then in the Tasks pane under Templates, click Create Template.

  3. In the Create Template dialog box, type a name for the incident template and a description of what the template applies.

  4. Under Class, click Browse and in the Select a Class box select Incident and click OK to close the Select a Class box.

  5. Optionally, you can select the management pack where the temple is saved.

  6. Click OK to close the Create Template dialog box and the new incident template form appears.

  7. Enter information in the fields on the General tab and then click the Activities tab.

  8. Optionally, you can add, delete, or modify manual activities for the template.

  9. If you add an activity, the activity form opens. Enter necessary information and then click OK to save the activity.

  10. When you have added all the activities you want, click OK to save the incident template and close it. The incident template then appears in Templates list.