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Remedy 8.1 Create an Incident Template
Templates are an excellent way to populate a New incident with standard
information
that is entered on a regular basis by any support group. It's a kind of quick incident
only support group leads can create an Incident template
Let's get started.
From the group lead functions menu, select Incident Template
Click Create. The incident template window appears.
Keep in mind that the values that you enter in this window
can be changed on the incident itself.
The incident template window opens.
give the template a name
Select the template
status. Select enabled.
Enter the category tiers.
Enter the summary for the incidents reported when using this template.
Now select the status to be used for the incidents.
If you wish, you can enter notes to be auto-entered into the incidents.
Now select the incident type:
Select the reported source. You can change this on each individual incident.
Now select the service type.
Select the impact.
Now select the urgency.
Click the categorization tab. Then enter the tier 1 and tier 2
and tier 3 information.
The product name, model/version
or manufacture is not required.
Click the assignment tab. Select your support organization within Stanford.
Select the assigned groups so the ticket is routed appropriately.
If there's a specific person who should be handling all these tickets.
Select the assignee.
Select the authored for groups tab and select your authoring
organization.
Click Save and click OK.
Close the window
And you're done. Now
let's see how to use the incident template. From the overview console
click Create. The request type window opens.
Now, select incident and click Select.
Under the quick actions menu, click
Select Template. If you belong to multiple support groups
select the right support group for this incident.
Your templates appear on the left. Select your newly created template.
And click Select.
You'll see that all of the information is already entered
in the incident. Add the client information.
If you entered the SUNetID Press Enter.
That's it! All the information is entered.
Click Save.
This concludes the instructional video
Remedy 8.1 - Create an Incident Template.
For further help submit a request at HelpSU.stanford.edu
or call 5-HELP at 650-725-4357