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
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In the Service Manager console, open the Library workspace, and in the Library pane select Templates.
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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.
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In the Create Template dialog box, type a name for the incident template and a description of what the template applies.
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Under Class, click Browse and in the Select a Class box select Incident and click OK to close the Select a Class box.
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Optionally, you can select the management pack where the temple is saved.
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Click OK to close the Create Template dialog box and the new incident template form appears.
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Enter information in the fields on the General tab and then click the Activities tab.
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Optionally, you can add, delete, or modify manual activities for the template.
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If you add an activity, the activity form opens. Enter necessary information and then click OK to save the activity.
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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.