Configuring Incident Template

Owned by Enterprise IT
May 10, 2024
3 min read

You can define Incident Templates for a Tenant. The Incident Templates define the template of the Incident to be logged in case of an Event.

To Configure Incident Templates:

  1. Select Admin >Advanced> Notifications >Incident Template. The INCIDENT TEMPLATE page is displayed.

    INCIDENT TEMPLATE page
    Figure: INCIDENT TEMPLATE page

  2. On the INCIDENT TEMPLATE page, click the Filters icon and select the Tenant. Click ADD NEW on the ACTIONS panel.

    New INCIDENT TEMPLATE
    Figure: New INCIDENT TEMPLATE

  3. Specify all the required details. For more information about the fields on the INCIDENT TEMPLATE page, see Field Description.
  4. Click SUBMIT. The new Incident Template is configured.

Field Description

The following table describes the fields on the INCIDENT TEMPLATE page:

Field

Description

DETAILS

Template Name

Type in the name for the Incident Template.

Tenant

Select a Tenant from the list.

Workgroup

Lists the configured Workgroups. Select the Workgroup from the list.

Impact

Lists the configured Impact values. Select the Impact from the list to indicate the Impact for an Event.

Log As User

Type in the name of the User whose login ID needs to be used for auto logging of the Incident. To search for a User, click the Search icon. For more information about searching users, see Searching Users.

Resolution Type

Specify the value for Resolution Type.

  • Manual Resolve: Select this option for an Event to which you want to provide the resolution through normal process after assigning the Incident to the Analyst.

Do Not Update

  • Select this check box, if you do not want to over write the values (Priority, SLA, Classification, Category, Urgency, Assigned Analyst, and Resolution Code) that are already configured for a selected Tenant and Workgroup combination.
  • If not selected, the values of the specified parameters are over written.

Priority

Lists the configured Priorities for a Tenant. Select the Priority from the list. For more information about configuring Priority levels, see SUMMIT Service Management Online Help.

SLA

Lists the configured SLAs for a Tenant. Select the SLA from the list.

Classification

Lists the various Classifications under which the Incident to be considered for resolution. To select the Classification, click the Search icon. The Classification pop-up page is displayed. Select a Classification that you want to associate with the specified Tenant and click OK.

Category

Lists the Categories under the Incident to be considered for resolution. To select the Category, click the Select Search icon. The Category pop-up page is displayed. You can use the Expand icon to view the sub Categories in the Categories tree. Select a Category that you want to associate with the specified Tenant and click OK.

Urgency

Lists the configured Urgencies. Select the Urgency from the list to indicate the level of importance for the Incident.

Assigned Analyst

Select the Analyst to whom you want to assign the Incident for providing the resolution.

Resolution Code

Lists the configured Resolution Codes. Select the resolution code that you want to associate with the Incident from the list.

Active

Indicates the status for the Incident Template.

  • If selected, the Incident Template is active and is displayed in the Incident Templates list.
  • If not selected, the Incident Template becomes inactive.

ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the ACTION TEMPLATE page.

SHOW LIST

Click SHOW LIST to display the LIST table showing all the configured Action Templates for the selected Tenant.

Note:

  • To modify an Incident Template, click the configured Template Name. Make appropriate changes and click SUBMIT.
  • On the INCIDENT TEMPLATE page, while modifying an existing Incident Template, the CHANGE HISTORY icon is displayed on the ACTIONS panel. Click the CHANGE HISTORY icon to view the change history for the Incident Template.
  • Click the Print Table icon to print the JOURNAL table details.
  • Click the Export to Excel icon the export the JOURNAL table details to an excel sheet.
  • To display the inactive Incident Templates, click the Include Inactive check box.
  • When the Incident Templates are displayed under the LIST table, the ADD NEW action is displayed on the ACTIONS panel. Click ADD NEW to configure a new Incident Template.