Incident template management

In order to accelerate incident creation and classification, it is possible to select a template among the items of the “issue” drop-down list.

A template, identified by means of an orange arrow, represents a quick-call.

The term “quick call” refers to an incident which will be automatically closed once the incident is created (an incident resolved within a single operation).

Use the reference data management form to manage the list of incident templates.

· For each template, you must specify the issue’s description (the English and/or French description), its category and subcategory.

· In the case of a quick call, you must specify the resolution code. This code will be used to complete the incident.

It is not mandatory to specify the average duration. When the average duration is specified, the incident created using the template will be recorded as having taken that duration. Please note that in order to record the resolution’s duration, a resolution activity will be automatically created.

· Templates may be used within the Octopus application or by a user submitting a request via the Self-service Web application. 

· It is possible to specify Resolution instructions which will only be visible for Web users.

By clicking on the Resolution instructions button, the following window will be displayed:

· We can also add a default description as shown here :

It contains two parts; enter the desired information and then click Ok.

· We can attach a specific file which will be possible for the Web user to download.

· The “Detach file” button will remove the file previously attached.

NOTE: The “Visible on the Web” box must be checked in order for these instructions, description and attach file to appear in the Self-service Web application as follows:

Location: Index > Incident management module

See also: Incident form | List of incident related actions