Incident templates not updating the fields on Incident form  in Remedyforce

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    This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified.


    PRODUCT:

    Remedyforce Service Desk


    COMPONENT:

    Remedyforce Summer '17


    APPLIES TO:

    All patches.



    PROBLEM:

    Incident templates not updating the fields on Incident in Remedyforce.
    Template fields mapped are - 
    Category,
    CI\Asset.

    Incidents are created from Self service.


    CAUSE:

    Wrong method followed


    SOLUTION:

    Incident templates can be invoke  from Request definitions .To auto populate Incident fields based on Category ,Workflow Rule needs to be created and not Incident Templates.

    Note: Incident templates are used in Request definition to auto populate fields  for Service Request.


    Article Number:

    000148812


    Article Type:

    Solutions to a Product Problem



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