This documentation supports the 22.1 version of BMC Helix ITSM: Service Desk.

To view an earlier version, select the version from the Product version menu.

Creating and modifying Incident Management templates

As an administrator, you can deploy templates that define default values for forms so that users can more easily create activity, change, incident, and release requests. Before you create templates, make sure you have the appropriate permissions.

To create an Incident Management template

  1. In the Application Administration Console, select the Custom Configuration tab and expand the Incident Management branch.
  2. Select Template > Template, and click Open.
  3. In the Incident Template Selection window, click Create.
  4. In the Template Name field on the Incident Template form, type a brief descriptive name for the template.
  5. Set the Status field.
  6. Select or create the appropriate template categorizations for Tier 1, Tier 2, and Tier 3.
    To create a template categorization, type the category name in the Template Category field. When you save the template, the new category name is also saved and added to the field's selection list.


    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.

  7. Enter or modify the appropriate settings on the template tabs, as described in Configuring Incident Management templates
  8. Click Save.

To modify an Incident Management template

  1. From the 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 window, select the template, and click View.
  4. Make the necessary modifications.

Setting the template status

When you create a template, its Status field is automatically set to Enabled. While a template is in development, you can set its status to Proposed or Offline. When it is ready to deploy, set the status Enabled. Template status is always set by the person modifying the template and not by any system activity. The following table lists the available statuses:

Enabled (default)The template is enabled and ready for use.
Proposed The template is in progress and has been proposed for a particular type of request.
OfflineThe template is active but not yet available for use in the application. 
Obsolete The selected template is obsolete and is no longer required. This status is informational only—no action is taken when the status is set to Obsolete.
ArchiveThe template is no longer in use and has been archived. 
DeleteA deleted template remains in the system, but it cannot be used in the application.
Was this page helpful? Yes No Submitting... Thank you