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How to Create Incident Templates

Updated: December 1, 2010

Applies To: System Center Service Manager 2010 SP1

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

  1. In the Service Manager console, click Library.

  2. In the Library pane, expand Library, and then click Templates.

  3. In the Tasks pane, in the Templates area, click Create Template.

  4. In the Create Template dialog box, follow these steps:

    1. In the Name box, type a name for the incident template. For example, type E-mail Incident.

    2. In the Description box, type a description for the incident template. For example, type Use this template to start all e-mail-related incidents.

    3. Click Browse to choose a class.

    4. In the Choose Class dialog box, click Incident, and then click OK.

    5. In the Management Pack list, select Service Manager Incident Management Configuration Library, and then click OK.

  5. In the incident template form, follow these steps:

    1. Leave the Affected user box empty.

    2. Leave the Alternate contact information box empty. Alternate contact information for the affected user is entered when the incident is created.

    3. In the Title box, type a title for the template. Or, type a preface, such as E-mail:.

    4. In the Classification Category box, select the category that reflects the problem to report. For example, select E-mail Problems.

    5. Leave the Source box empty. The Source box is automatically populated when the incident is created.

    6. In the Impact box, select a value. For example, select High.

      In the Urgency box, select a value. For example, select High.

    7. 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.

    8. Click OK.

To create a new printer-related incident template

  1. In the Service Manager console, click Library.

  2. In the Library pane, expand Library, and then click Templates.

  3. In the Tasks pane, click Create Template.

  4. In the Create Template dialog box, follow these steps:

    1. In the Name box, type a name for the incident template. For example, type Escalate Printer Problems to Tier 2.

    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.

    3. Click Browse to choose a class.

    4. In the Choose Class dialog box, click Incident, and then click OK.

    5. In the Management Pack list, select Service Manager Incident Management Configuration Library, and then click OK.

  5. In the incident template form, follow these steps:

    1. 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.

    2. Click OK.

    3. Press F5 to refresh the Templates pane.

To validate that the new incident template was created

  • Verify that the new incident templates are listed in the Templates pane.

Did you find this information helpful? Please send your suggestions and comments about System Center Service Manager documentation to scsmdocs@microsoft.com.
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