Configuring templates

Permissions to create templates

The account that you use to create the different types of templates must have the appropriate permissions. Before creating templates, review the following table and if necessary, add permissions to your account configuration.

Template statuses

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

To create an Activity, Change, or Release template

1. From the Application Administration Console, select Applications > Administrator Console > Application Administration Console > Custom Configuration tab.
2. From the Application Settings list, specify the template type that you want to create: Activity System, Change Management, or Release Management.
   For example, to create a Change template, select Change Management > Template > Template and click Open.
3. Set the Status field. For work-in-progress templates, set the status to Proposed or Offline.
   The default setting is Enabled.
4. From the Company list, select the company.
5. Enter the name of the template in the Template Name field and provide a description of the template in the Summary field. 

6. At this point, you can either complete the steps to configure the template or save the changes and work on it later.
   Refer to the appropriate configuration topics for detailed instructions: 

   Template	Configuration steps
   Activity	Creating activity templates
   Change	Creating templates for Change Management
   Release	Creating templates for Release Management

7. Click Save.

To create an incident 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. From the Incident Template Selection window, click Create.
4. On the Incident Template form, in the Template Name field, 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 category name is also saved and added to the field's selection list, where it is available to select when you create the next template.

   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 can then create a template called Router Down. This template is displayed in the Incident Template Selection dialog box under Network > Outage > Router.
   
   Next, under the Tier 1 level (Network), you can 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 is displayed in the Incident Template Selection dialog box under Network > Connectivity.
   

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

To open a saved template

1. In the Application Administration Console, select the Custom Configuration tab and expand the branch for the type of template—Activity System, Change Management, Incident Management, or Release Management.
2. Select Template > Template and click Open.
3. When the template window opens, select New Search.
4. Specify your search criteria. For example: 
   • To open a specific template, enter all or part of its name in the Name field.
   • To find all the templates that match a status, use the pull-down Status field to select the status.
   • To find all the templates for a company, select the company name from the Company field.
5. Click Search.
   One or more templates that match your search criteria are displayed in the search results.

To modify or delete templates

You can only modify and delete templates when you belong to the authoring group.

To delete a change, release, or activity template, search for the template that you want to delete, and in the list of templates, select the template that you want to delete. Change its Status field value to Delete and click Save. Setting the template status to Delete makes it unavailable to the application. To permanently delete a template, you need to delete its record.