Creating an incident template
There are certain types of work item that occur frequently, and this is where the use of templates is valuable. Templates are used to speed up the creation of new work items and give us a way to standardize the information in them.
A template consists of one or more predefined properties of a certain class. For instance, an incident template used for registering local printer incidents might have the title, description, classification category, impact, and urgency predefined.
Getting ready
Make sure that SCSM is up and running and that you have sufficient privileges to create new templates.
How to do it...
As an example, we will create a template for registering local printer issues. In order to do so, follow these steps:
Start the Service Manager Console and go to the Library workspace.
Select Templates in the navigation pane.
A list of all available templates should now be displayed. Click on Create Template in the task pane on the right-hand side:
This will launch...
