This documentation supports the 9.1 version of Remedy IT Service Management Suite.

To view the latest version, select the version from the Product version menu.

Modifying Incident Management templates

This topic describes how to modify an Incident Management template.

To modify an Incident Management template

  1. From the Application Administration Console, click the Custom Configuration tab.
  2. From the Application Settings list, choose Incident Management > Template > Template and click Open.
    The Incident Template Selection window opens.

  3. Select the template and click View.
  4. Make the necessary modifications.
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  1. Oludare Ogunmadewa

    I am unable to "Export to PDF" using the wheel icon from this page, using "BMC Standard" as template and "This page and its children" as contents.  Other document pages works fine from my IE11.  Any idea what's causing the issue?

    Jul 24, 2017 06:36
    1. Amol Ketkar

      Hello Oludare,

      Thanks for your comment.

      We have re-checked the Export to PDF using ''BMC Standard'' as template and ''This page and its children'' as contents, and it was successful in IE11 for this page.

      Kindly ensure to clear cache or you can check exporting using other browser.  

      Aug 29, 2018 01:02
  2. Alejandro Gonzalez montes de oca

    Hi If I make a change in impact, urgency and priority in an incident template, is it also reflected in all tickets created before the modification?

    Dec 24, 2019 01:54
    1. Jyoti Nerkar

      Hello Alejandro,

      I will discuss this comment with an SME and get back to you.



      Jan 06, 2020 11:35
      1. Jyoti Nerkar

        Hello Alejandro,

        Please note that if you make a change in impact, urgency, and priority in an incident template, it will NOT update the tickets that are created before this modification.

        Hope this answers your query.



        Jan 24, 2020 02:05