Incident TemplatesIncident TemplatesAn incident template contains predefined data that you can insert in common, high-volume incident records. An applied template can specify information such as internal priority, classification, owner, service, vendor, and activities.
Applying templates can significantly reduce the amount of time needed to create incident records, since you can insert information simply by applying the correct template. Application of templates is a flexible process, since you can modify applied information until the incident is in a resolved or closed status.
When you use the Apply Incident Template action, the system searches for active templates for incident records. Since templates can contain and apply job plans, the set of templates from which you choose depends on the organization and site associated with the incident record.
If there is no value in the Site field of the incident, the system displays all incident templates for all organizations.
If there is a value in the Site field of the incident, the system displays both incident templates where the site specified on the incident is within the organization specified on the template and incident templates that have no organization specified.
When you apply an incident template to an incident record, it overwrites existing data in the record. If there is data in an incident's field but no data in the corresponding field on the template, the template does not delete the existing data.
If a template activity contains activities and/or job plans, the system creates an incident activity for each template activity and potentially for each template job plan. Addition of activities for job plans is site-dependent.
A template can contain the following information, which is copied to the incident when you apply the template. You can modify the applied information until the incident is in a resolved or closed status.
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When you apply a template, the system creates activities only for those job plans whose site matches the site on the incident. If the incident site is not defined, then only those job plans whose site matches the asset site of the incident are used to create activities. If neither the incident nor asset site is defined, only those job plans whose site matches the Affected Person's site are used to create activities.
If the template contains any organization-level job plans, the system creates activities only if the incident site is within the organization for the job plan. If the incident site is not defined, the system creates activities only if the asset site is within the organization for the job plan. If neither the incident nor asset site is defined, the system create activities only if the Affected Person's site is within the organization for the job plan.
If the template contains any system-level job plans, the system creates activities based on the incident site. If the incident site is not defined, activities are created based on the asset site. If neither the incident nor asset site is defined, activities are created based on the Affected Person's site.
If the template contains activities not based on a job plan, the system creates activities based on the incident site. If the incident site is not defined, the asset site is used. If neither the incident nor asset site is defined, the Affected Person's site is used to create the activities.
View details for created activities on the Activities tab or in the Activities and Tasks (SP) application.
To remove template information from an incident, delete information in the fields that the template modified.