Configuring custom templates for major incident reports

Use the generative AI capabilities of the ITSM agent in BMC HelixGPT to automatically create Major Incident Report (MIR) when a major incident is resolved. By using this capability, you can automate the post-incident documentation within BMC Helix ITSM. The MIR includes structured details such as incident identification, executive summary, timeline of actions, impact assessment, root cause analysis, resolution steps, and recommendations.

To customize a major incident report template

As an administrator, you can customize the MIR template with updates to the logo, company name, colors, header, and footer.

1. As an administrator, log in to BMC Helix ITSM Application.
2. Select Settings > Document Management > Template.
   Warning

   Important

   You cannot edit or delete the out‑of‑the‑box Major Incident Report templates.

   You can delete the templates that you have copied.

   To customize branding, you must copy the base template and then replace the default logo and company name with your organization’s branding.

   The placeholder ====REPLACE_MIR_CONTAIN==== is required for generating the Major Incident Report content and must not be removed or modified.

3. Select Major Incident Report Template, and click Copy Template.
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4. Select Company, add Template Name in the required fields, and click Create Copy.
   
   
5. On the Edit Major Incident Report Template screen, update the logo, company name, colors, header, and footer.
   
   By default, templates display the BMC Helix logo and use ITSM as the company name.​
6. Click Save.
   A new customized template entry is displayed.​
7. (Optional) To delete a customized template, select the customized template and click Delete.