Incidents › Create an Incident › Create an Incident Using a Template

Create an Incident Using a Template

From the File menu, you can choose to use a template to create a new incident. The data contained in the template is used as the basis for automatically populating some of the fields in the new incident.

Note: If multi-tenancy is installed, the list page displays a tenant column and a tenant drop-down list in the search filter. Specifying <empty> in the search filter searches for public objects. On detail pages, select the appropriate tenant from the drop-down list. If you select <empty>, the object is public.

To create a new incident from a template

1. Select File, New Incident from Template on the menu bar of the Scoreboard.

   The Incident Template Search window opens, displaying the available templates for creating incidents.

2. Select the template you want to use to create this incident.
3. Fill in the fields as appropriate for the incident.

   See Incident Fields for field definitions.

4. Use the controls available on the tabs at the bottom of this page to process the incident as appropriate.

   See Incident Tabs for more information.

5. Click one of the following buttons:
   • Save—Saves the incident and closes the page.
   • Auto Assign—Triggers an auto assignment task, and updates the activity log.

     Note: This button appears only when the ticket specifies a category or area that has auto-assignment enabled.

   • Create Change Order—Opens the Create New Change Order page so you can create a change order ticket associated with this incident.
   • Create Problem—Opens the Create New Problem page so you can create a problem ticket associated with this incident.
   • Cancel—Closes the page without saving any changes.
   • Reset—Resets all fields to the last saved values.
   • Find Similar—Opens the Find Similar page to search for similar problems.
   • Quick Profile—Displays the contact information for the user entered in the Affected End User field. If you are creating an incident, a list of available users appears. You can select the user that is in the Affected End User field.
   • Use Template—Displays a list of available incident templates. You can select the template you want to use for creating this incident.