---
title: "Configuring Incident Template"
slug: "configuring-incident-template"
updated: 2026-03-04T08:35:17Z
published: 2026-03-04T08:35:17Z
canonical: "help.symphonysummitai.com/configuring-incident-template"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.symphonysummitai.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Configuring Incident Template

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, perform the following steps:

1. Navigate to **Admin** > **Notifications** **> Incident** **Template**. The **Incident Template List** page is displayed.
2. On the **Incident Template List** page, click the **Filters** icon from right action panel and select the **Tenant**. Click **Add New**.

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-0U5BROJY.png)

Figure: New Incident Template
3. Specify all the required details.
4. 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.

Tenant is a platform component that is created inside the Sub Domain to leverage the independent functionality of a department along with data privacy.

A workgroup is a small group or team of individuals who come together to collaborate on a specific task or project within an organization.

Impact measures the extent to which an incident, service request, problem, or change affects business operations or services.

A person who analyzes data, processes, or systems to gain insights or make informed decisions

Defines the urgency or importance level for the respective Module

**SLA** stands for **Service Level Agreement**. It is a formal agreement or contract between a service provider and its customers that outlines the level of service that will be provided.

Classification refers to the categorization of an incident, change, problem, or service request based on predefined criteria to facilitate proper handling and resolution.

Specifies the type or classification of the Incident, Request or Problem.

Resolution code is a predefined set of codes used to categorize the outcome or reason for resolving an incident, problem, change, or service request.

Active control is a type of switch that is represented as checkbox, where the user can select and clear as a Switch control action.

Status indicates the current stage or condition of an incident, problem, change, or service request within its lifecycle.

**Make** refers to the manufacturer or brand of the asset. It identifies the company that produced the hardware or software item being managed.

For example, for a laptop, the **Make** field might indicate whether the laptop was manufactured by **Dell**, **HP**, **Lenovo**, **Apple**, or another company. It helps identify the origin or source of the asset within the organization's inventory.