• Article

How to Create Incident Templates

 

Updated: May 13, 2016

Applies To: System Center 2012 SP1 - Service Manager, System Center 2012 R2 Service Manager, System Center 2012 - Service Manager

Use the following procedures to create two incident templates in System Center 2012 – Service Manager. The first you use to create email-related incidents, and the second you use with the Incident Change workflow for printer-related problems.

  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, complete 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 email-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, complete 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 Email:.

    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 email-related issues to be assigned to the tier 2 support group, select Tier 2.

    8. Click OK.

  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, complete 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.