Configuring Incident Management templates

This topic discusses how to configure Incident Management templates.

To configure classification settings

1. On the Incident Template form, click the Classification tab.
2. From the Impact list, select an impact level for the incident form that is created when the template is used.
3. From the Urgency list, select a level of urgency for the incident form.
   The Priority value is based on the impact and urgency.
4. From the Incident Type list, select one of the following types of service to be recorded when the template is used:
   • User Service Restoration
   • User Service Request
   • Infrastructure Restoration
   • Infrastructure Event
5. In the Service field, select the related business service CI (for example, Payroll Service).
   You can also enter the name of the service. After you enter the first three characters, a list of matching services is displayed, and you can select the required service.
   This selection establishes a relationship between Service the incident request. 
6. In the CI field, type the name of the related CI (for example, Payroll Service).
   This selection establishes a relationship between the CI and the incident request.

7. In the Notes field, type a summary of the incident, which appears on the incident ticket.

   Instead of entering the complete description, you can enter prompts for the user who is recording the incident.
8. Click Save.

To configure categorization settings

1. On the Incident Template form, click the Categorization tab.
   

   The values on this tab are used to add information to the service and product categorization sections of the Classification tab on the Incident form.

   • Operational categorization is based on a three-tier hierarchy defined in the Operational Catalog.
   • Product categorization is based on a five-tier hierarchy defined in your Product Catalog.

   Incident templates can automatically create relationships to customer CIs, as configured here.

2. Select the appropriate operational categorizations for Tier 1, Tier 2, and Tier 3.
3. Select the appropriate product categorizations for Tier 1, Tier 2, Tier 3, Product Name, and Model/Version.

4. To have the template create an automatic relationship to a CI, in addition to the relationships that are already established based on the content of the Service and CI fields, complete the Automatic Relationship of Customer's CI area. 
   For example, if you are creating a template for email issues, you can set up the template to automatically create a relationship to the CI for the mail server. To set up the relationship, select items from the following lists on the Categorization tab, and specify the CI on the Relationships tab.

   List	Description
   Automatic CI Relationship	Select Yes for the template to automatically create the relationship to the CI.
   CI Relationship Type	Select how the CI is related to the incident customer. Options are: Used by Owned by Supported by Managed by Created by Approved by ALL
   Incident Relationship Type	Select how the incident relates to the CI. Options are: Related to Restores Impacts

5. Click Save.

To configure assignment settings

1. On the Incident Template form, click the Assignment tab.
   

   The values on this tab are used to add information to two tabs on the Incident form:

   • The assignment settings add information to the Assignment tab. Here you configure the support company, organization, and group to which incidents created from the template will be assigned.
   • The vendor assignment settings add information to the Vendor tab. Here you configure the vendor company, organization, and group applicable to the incident.
2. To assign the incident to the user creating the incident, in the Assign To Current User field, select Yes. Otherwise, use the following steps for assignment settings:
   1. In the Support Company field, select the company to which incidents created from the template will be assigned.
   2. In the Support Organization field, select an organization.
   3. In the Assigned Group Name field, select a group.
3. Specify vendor assignment settings:
   1. In the Vendor Company field, select the company that is applicable to incidents created from the template.
   2. In the Vendor Organization field, select an organization.
   3. In the Vendor Group Name field, select a group.
4. Click Save.

To configure relationship settings

1. On the Incident Template form, click the Relationships tab.
   

   The values on this tab are used to add information to the Relationships tab on the Incident form. This tab is used to relate incidents to specific CIs. For example, an incident template for email incidents might include a relationship to the mail server. Or an incident template for printer incidents might include relationships to commonly supported printers and in this case, the user recording the incident with this template would remove all but the applicable relationship from the Incident form.

2. In the Request Type field, select Configuration Item.
3. Click Search.
4. On the CI Relationships Search form, complete the fields on the search criteria tabs with the relevant information, and click Search.
   The matching results are displayed in the CIs table.
5. Select the appropriate CI.
6. From the Relationship Type list, select the type of relationship to associate the CI with the incident template (for example, Configuration Item).
7. Click Relate.
8. Repeat steps 5 through 7 for all the CIs that you want related to the incident template.
9. Close the CI Relationship Search form.
10. Click Save.

To configure resolution settings

1. On the Incident Template form, click the Resolution tab.
   

   The values on this tab are used to add information to the Resolution tab on the Incident form. Typically, you use this tab only when creating templates for incidents that can be resolved when they are recorded. For example, you might add information for frequently asked questions, such as how to change your password.

   The resolution details can remind support staff of the steps to resolve an issue. For example, the details could list all the places to check for a paper jam on a printer.

2. Set the resolution details as follows:
   1. In the Resolution field, type the steps that resolve the incident.
   2. From the Resolution Method list, select On-Site Support, Service Desk assisted, Self-Service, or Remote Control.
   3. Select the appropriate incident cause, for example, Application Error.
3. From the Resolution Product Categorization Selection lists, select the appropriate values.
   The values that you select determine the available selections for the resolution categorization selection. The product categorization indicates the category of product.
4. Select the appropriate values for the Resolution Categorization Selection fields.
   This categorization uses up to three standard menus to indicate the steps to resolve the incident. This categorization is more specific than the resolution method, but might be less detailed than the Resolution field.
5. Click Save.

To configure groups that can use the template

The template authoring group specifies the group that can modify a template. If you have the Support Group Admin functional role or the Incident Config permission, you can assign the template authoring group to any group. (A user with Incident Config permission can create a template for any authoring group. However, a user can modify the template only if the user is a member of the authoring group and the support group for which the template is created.)

1. From the Application Administration Console, click the Custom Configuration tab.
2. From the Application Settings list, choose ApplicationName > Template> Template, and click Open. 
3. On the application Template Selection form, click the Authoring Group tab.

4. Click Update.
   The first time you add an authoring group, select the authoring company, organization, and group on the Authoring Group tab and click Save.

5. On the Template Support Group Association dialog box, add or delete any support groups for which you have permissions.
   
   1. To add groups that can use this template, select the company, support organization, and support group, and click Add.
   2. To delete a support group, select the group from the list of support groups, and click Delete.
      If you remove the group's association with the template, it no longer has privileges to use that template.

   3. Click Close and Save.

   The information is updated in the groups that use this template table. If you provide only the company-level access or only the support-organization-level access to a template, a user must be a member of at least one of the support groups of that company or support organization for accessing the template.

6. Add or delete any support groups for which you have permissions.
   If you remove the group's association with the template, it no longer has privileges to use that template.
7. Close the dialog box.
   Based on the level of access you provide to the template, all the lower levels are given access to the template. For example, if you provide only company-level access, all support group organizations and support groups defined for that company get access to the template. Any new organization or support group added to the selected company or organization automatically get access to the template.

Creating a template not associated up to the Support Group level

To create a template that does not need to be associated up to the Support Group level:

• Select Global in the Company field.

• Select only the Company or Company and Organization, but do not select a Support Group.

When you create a template, if you select multiple criteria for the same access level (for example, you selected multiple company names) or multiple organizations for the same company, multiple records will be listed on the template selection dialog box for each value defined. For example, if you create a template for two support group organizations of the same company, two records will be listed on the template selection dialog box—one entry for each Support Group organization selected for the company.

Modifying template access levels

You can modify the access level of an existing template to a higher level. Consequently, any existing access defined for lower-level access is marked as inactive, and a single access record is created for it.

To specify lower-level access, you must make the higher-level access inactive. For example, you must remove Company and Support Organization level access to add Support Group level access.

In case of Global company access, you must delete it to make the access inactive to add lower-level access.

To relate the task or task group template to the incident template

1. From Application Administration Console, click the Custom Configuration tab.
2. From the Application Settings list, select Incident Management > Template > Template, and click Open.
3. In the Incident Template Selection dialog box, select an incident template, and click View.
4. In the Incident Template window, click the Task Templates tab.
   
   
   
   The tab displays the tasks and task groups related to the template, along with any child tasks of the selected task group. From the tab, you can:
   • Select a task, and click View to display tasks already added to the template.
   • Select a task, and click Remove to remove tasks from the template.

   • Select child tasks, and click View to display these tasks.

5. Select the required value from the Request Type list (for example, Task Template).
6. To add a task or task group to your template, click Relate.
   The Select Template dialog box appears, where you can view only the task or task group templates whose status is set to Active. 
7. Use the Category and Type fields to filter the list of tasks displayed.

8. Select a task or task group, and click Relate. 
   The task or task group template is now related to the incident template. 

9. (Optional) Click , to change the sequence of the task or task group templates.