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Creating templates

This procedure describes how to create the following types of templates:

  • Change request
  • Release 
  • Activity
  • Incident request

Before you begin

The following table describes the type of permissions that you need to create the different types of templates.

PermissionTemplate type
  • Infrastructure Change Config
  • Infrastructure Change Master
Change, for any support group
  • Infrastructure Change User permission, with Support Group Admin functional role
Change, for those support groups where you have this role
  • Release coordinator
  • Release Master
  • Release Config
Release templates for your support group
  • Release coordinator
  • Activity Config
Activity templates for your support group
  • Incident Config

 To create a template

  1. From the Application Administration Console, click the Custom Configuration tab.
  2. From the Application Settings list, choose from the following menu options:
    • To create a change template, select Change Management > Template > Template.
    • To create a release template, select Release Management > Template > Template.
    • To create an activity template, select Activity System > Template > Template.
    • To create an incident template, select Incident Management > Template > Template.
  3. Click Open.
  4. Configure all the required settings (plus any optional settings) in the form and click Save to add your change, release, or activity template to the list of available templates, as described in the Configuring templates section, and click Save.
  5. If you are creating a new incident template, click Create instead and complete the following steps:
    1. In the Template Name field on the Incident Template form, type a brief descriptive name for the template.
      When you select a template, make your selections from the list of the template names. The template name you create should make it easy to select the appropriate template.
    2. From the Template Status list, select Enabled, which indicates that the template is available for use in the Incident Management feature of BMC Service Desk.
      If the template should not be available in Incident Management, you can select another status: Proposed, Offline, Obsolete, Archive, or Delete.
    3. (Best Practice view only) Select or create the appropriate template categorizations for Tier 1, Tier 2, and Tier 3.
      For information about the Best Practice view, see Best Practice and Classic views.
      To create a template categorization, type the category name in the template categoryfield. When you save the template, the category name is also saved and added to the field's selection list, where it is available to select when you create the next template.


      To organize templates related to network incidents, you create a Tier 1 category called Network, a Tier 2 category called Outage, and a Tier 3 category called Router. You then create a template called Router Down. This template appears in the Incident Template Selection dialog box under Network > Outage > Router.

      Next, under the Tier 1 level (Network), you create a second Tier 2 category called Connectivity. Because you do not need a third tier to organize connectivity issues, you leave the Tier 3 category blank and create a template called PC Can't Connect to the Network. This template appears in the Incident Template Selection dialog box under Network > Connectivity.

    4. (Classic view only) To set the sort order of the templates, select the sort order you want.
      Incident Management displays an alphabetical list of templates, unless you override the sort order. For example, you can set the sort order to put the preferred or most commonly used Template at the top of the list.
    5. Enter or modify the appropriate settings on the template tabs, as described in the Configuring Incident Management templates section, and click Save.

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