Configuring Incident Template

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You can define Incident Templates for a Tenant. The Incident Templates define the template of the Incident to be logged in case of an Event.

To Configure Incident Templates:

Navigate to Admin > Notifications > Incident Template. The Incident Template List page is displayed.
On the Incident Template List page, click the Filters icon from right action panel and select the Tenant. Click Add New.
Figure: New Incident Template
Specify all the required details.
Click Submit. The new Incident Template is configured.

The following table describes the fields on the Incident Template page:

Field	Description
DETAILS
Template Name	Type in the name for the Incident Template.
Tenant	Select a Tenant from the list.
Workgroup	Lists the configured Workgroups. Select the Workgroup from the list.
Impact	Lists the configured Impact values. Select the Impact from the list to indicate the Impact for an Event.
Log As User	Type in the name of the User whose login ID needs to be used for auto logging of the Incident. To search for a User, click the Search icon.
Resolution Type	Specify the value for Resolution Type. Manual Resolve: Select this option for an Event to which you want to provide the resolution through normal process after assigning the Incident to the Analyst.
Do Not Update	Select this check box, if you do not want to overwrite the values (Priority, SLA, Classification, Category, Urgency, Assigned Analyst, and Resolution Code) that are already configured for a selected Tenant and Workgroup combination. If not selected, the values of the specified parameters are over written.
Priority	Lists the configured Priorities for a Tenant. Select the Priority from the list.
SLA	Lists the configured SLAs for a Tenant. Select the SLA from the list.
Classification	Lists the various Classifications under which the Incident to be considered for resolution. To select the Classification, click the Search icon. The Classification pop-up page is displayed. Select a Classification that you want to associate with the specified Tenant and click OK.
Category	Lists the Categories under the Incident to be considered for resolution. To select the Category, click the Select Search icon. The Category pop-up page is displayed. You can use the Expand icon to view the subcategories in the Categories tree. Select a Category that you want to associate with the specified Tenant and click OK.
Urgency	Lists the configured Urgencies. Select the Urgency from the list to indicate the level of importance for the Incident.
Assigned Analyst	Select the Analyst to whom you want to assign the Incident for providing the resolution.
Resolution Code	Lists the configured Resolution Codes. Select the resolution code that you want to associate with the Incident from the list.
Active	Indicates the Status for the Incident Template. If selected, the Incident Template is active and is displayed in the Incident Templates list. If not selected, the Incident Template becomes inactive.

Actions

This section explains all the icons displayed on the right action panel.

Show List

Click Show List to display the List table showing all the configured Action Templates for the selected Tenant.

Note:

To modify an Incident Template, click the configured Template Name. Make appropriate changes and click Submit.
On the Incident Template page, while modifying an existing Incident Template, the Change History icon is displayed on the right action panel. Click the Change History icon to view the change history for the Incident Template.
To display the Inactive Incident Templates, click the Include Inactive check box from List page.
When the Incident Templates are displayed under the List table, the Add New action is displayed on the right action panel. Click Add New to configure a new Incident Template.