Creating an Incident template to deploy an operational rule

For commonly occurring incidents that require operational rule deployment to resolve the incident, you can create Incident templates and link the Task template that deploys the required operational rule. For example, the intranet stops working because IIS Admin Service needs to be restarted. You can create an Incident template in which you add or link the Task template that deploys the operational rule to restart the IIS Admin Service. You can also make the Incident template available to Self Service clients as top requests.

For information about creating Task templates that are linked to Incident templates, see Creating-a-Task-template-to-deploy-an-operational-rule.

To create an Incident template to deploy an operational rule

1. Click the Remedyforce Administration tab.
2. On the Home page, click the Configure Application tile, and from the menu select Templates.
   Alternatively, you can also navigate to Remedyforce Workspaces > Configuration > Templates.
3. In the templates list view, click New.
4. From the Template For list, select Incident.
5. In the Name field, type a unique alphanumeric identifier to assign to the current template.
6. In the Description field, type a description that includes the reason for creating the template. Depending on your requirements, you can add more fields to the template.
7. Select the appropriate option from the Show template to list: 
   
   You can select any one of the following options for a template:

1. • All Users:
     • Select this option to make the template available to all users.  
     • When creating a new template, this option is selected by default. 
     • If you selected the Everyone check box in older versions, All Users is selected by default after upgrading to the latest version.
   • Users of selected profiles: To make the template available to users of selected profiles, select the required profiles from the Available Profiles list. Click the right arrow to move the selected profiles to the Selected Profiles list.
   • Users of selected permission sets: To make the template available to users of selected permission sets, select the required permission sets from the Available Permission Sets list. Click the right arrow to move the selected permission sets to the Selected Permission Sets list. 
   • None: 
     • If you select this option, the template is not available to any user.
     • After upgrading to the latest version, None is selected by default if you didn't select the Everyone checkbox or any profile in previous versions.
2. Click Save.
3. In the Linked Templates section in the lower portion of the Template form, click Actions > Add.
   A new Template form opens with the Template For field filled in with Task as the template type. This field is disabled and cannot be modified.
4. Create the Task template that deploys the required operational rule.
5. Click Save.
   The Template form of the task closes, and the Task template appears in the Linked Templates section in the lower portion of the Template form.
6. Repeat step 8 through step 10 for each task that you want to add to the template.
7. Click Save.

Related topic

Managing-templates