Incidents › Create an Incident Template › Create a Template from an Existing Incident

Create a Template from an Existing Incident

You can use an existing incident ticket to create a template. The template can be used as a model when creating future incident tickets.

Note: See Edit an Incident for details about editing incident tickets.

To create a template from an existing incident ticket

1. Select Incidents, Assigned or Unassigned, and the priority level on the Service Desk tab.

   The Incident List appears.

   Note: Some roles can only access certain ticket types through the Search menu on the Service Desk menu bar.

2. Select the incident to edit.

   The Incident Detail page appears.

3. Click Edit.

   The Update Incident page appears.

4. (Optional) Edit the incident fields as appropriate.

   See Incident Fields for field definitions.

5. Select the Template tab.
6. Complete the following fields:

   Template Name

   This name appears in the list of available templates.

   Template Class

   (Optional) You can assign a class to the template.

   Quick Template Type

   You can use quick templates to define new requests on the Quick Profile Scratchpad. Select one of the following options:

   • None
   • Quick
   • Review Before Save

   Template Active

   Specifies whether the template is active or inactive in the database.

   Description

   Describe the template settings and intended usage. This field can be used as a filter when searching for a template. Wildcard searches are supported.

7. Click Save.