Use the following procedures to create two incident templates, the first you use to create e-mail-related incidents and the second you use with the Incident Change workflow for printer-related problems.
To create an e-mail-related incident template
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In the Service Manager console, click Library.
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In the Library pane, expand Library, and then click Templates.
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In the Tasks pane, in the Templates area, click Create Template.
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In the Create Template dialog box, follow these steps:
- In the Name box, type a name for the incident template.
For example, type E-mail Incident.
- In the Description box, type a description for the
incident template. For example, type Use this template to start
all e-mail-related incidents.
- Click Browse to choose a class.
- In the Choose Class dialog box, click Incident,
and then click OK.
- In the Management Pack list, select Service Manager
Incident Management Configuration Library, and then click
OK.
- In the Name box, type a name for the incident template.
For example, type E-mail Incident.
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In the incident template form, follow these steps:
- Leave the Affected user box empty.
- Leave the Alternate contact information box empty.
Alternate contact information for the affected user is entered when
the incident is created.
- In the Title box, type a title for the template. Or,
type a preface, such as E-mail:.
- In the Classification Category box, select the category
that reflects the problem to report. For example, select E-mail
Problems.
- Leave the Source box empty. The Source box is
automatically populated when the incident is created.
- In the Impact box, select a value. For example, select
High.
In the Urgency box, select a value. For example, select High.
- In the Support Group box, select a tier. For example, if
you want all e-mail-related issues to be assigned to the tier 2
support group, select Tier 2.
- Click OK.
- Leave the Affected user box empty.
To create a new printer-related incident template
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In the Service Manager console, click Library.
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In the Library pane, expand Library, and then click Templates.
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In the Tasks pane, click Create Template.
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In the Create Template dialog box, follow these steps:
- In the Name box, type a name for the incident template.
For example, type Escalate Printer Problems to Tier 2.
- In the Description box, type a description for the
incident template. For example, type Use this template to assign
high-urgency printer-related problems to tier 2.
- Click Browse to choose a class.
- In the Choose Class dialog box, click Incident,
and then click OK.
- In the Management Pack list, select Service Manager
Incident Management Configuration Library, and then click
OK.
- In the Name box, type a name for the incident template.
For example, type Escalate Printer Problems to Tier 2.
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In the incident template form, follow these steps:
- In the Support Group box, select a tier. For example, if
you want all printer-related issues to be assigned to the tier 2
support group, select Tier 2.
- Click OK.
- Press F5 to refresh the Templates pane.
- In the Support Group box, select a tier. For example, if
you want all printer-related issues to be assigned to the tier 2
support group, select Tier 2.
To validate that the new incident template was created
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Verify that the new incident templates are listed in the Templates pane.