Problem TemplatesProblem TemplatesA problem template contains predefined data that you can insert in common, high-volume problem records. An applied template can specify information such as internal priority, classification, owner, service, vendor, and activities.
Applying templates can reduce the amount of time needed to create problem records significantly, since you can insert information by applying the correct template. Applying templates is a flexible process, since you can modify applied information until the problem has a resolved or closed status.
When you use the Apply Problem Template action, the system searches for active templates associated with problem 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 problem record:
If the Site field of the problem record is empty, the system displays problem templates for all organizations.
If the Site field of the problem record contains a value, the system displays both problem templates where the site specified on the problem record is within the organization specified on the template and problem templates that have no organization specified.
When you apply a problem template to a problem record, it overwrites existing data in the record. The template does not delete data in the problem record if there is no data in the corresponding field on the template.
If a template activity contains activities and/or job plans, the system creates a problem activity for each template activity and potentially for each template job plan. Adding activities for job plans is site-dependent.
A template can contain the following information, which is copied to the problem when you apply the template. You can modify the applied information until the problem 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 of the problem record. If the problem site is not defined, the system uses only those job plans whose site matches the asset site of the problem to create activities. If neither the problem or asset site is defined, the system uses only those job plans whose site matches the Affected Person's site to create activities.
If the template contains any organization-level job plans, the system creates activities only if the problem site is in the organization for the job plan. If the problem site is not defined, the system creates activities only if the asset site is in the organization for the job plan. If neither the problem or asset site is defined, the system create activities only if the affected person's site is in the organization for the job plan.
If the template contains any system-level job plans, the system creates activities based on the problem site. If neither the problem or asset site is defined, the system creates activities based on the affected person's site.
Since the Ticket Template could contain Activities based on Job Plans for various Sites, when a Template is applied, Activities will be created only for those Job Plans whose Site matches the Ticket Site. If the Ticket Site is null, then only those Job Plans whose Site matches the Asset Site of the Ticket will be used to create Activities. If both the Ticket and Asset Site attributes on the Ticket are null, then only those Job Plans whose Site matches the user’s default insert site will be used to create Activities.
If the template includes activities not based on a job plan, the system uses the problem site to create the problem activities. If the problem site is not defined, the system uses the asset site. If neither the problem or asset site is defined, the system uses the affected person's site to create the activities.
To view details for created activities, use the Activities tab or the Activities and Tasks (SP) application.
To remove template information from a problem, delete information in the fields that the template modified.