Moving to Incident forum.
The ITSM configuration guide covers creating incident templates; on your home page you need to have access to Administrator Console/Application Administration first, and then be given incident configuration permissions to be able to create them.
You can also search on this site as I believe incident templates have been covered quite a bit.
Daniel - has your question been answered?
To create an incident template for a specific Support Group, do the user need the Incident Config permission or is it enough to have the functional role Support Group Admin?
Thanks in advance,
They need incident config permissions.
Per my understaqnding, Users with the 'Incident Config' permission can create templates for any support group.
But, users who have the permission of Incident User or Incident Master and a additional functional Role of 'Support Group Admin' can create templates for those support groups where they have this role.
You can refer ITSM Config Guide for more details.
Hope that helps,
hadn't heard what Sonal said - that's handy!
Hi, thank you for your answers.
The Config guide says: To create and modify templates, you need the Support Group Admin Functional role. With this role, the modification of templates is restricted to those for which the user is a member of the Authoring Group.
Although, I can find where the user with this role can create the templates. If the user tries to access the template form under 'Application Administration Console > Custom Configuration > Incident management > Template' it gets a 'You don't have rights' error
You are in which version of itsm?
If i recollect from 7604 sp2=> onwards if you are an incident master/config you should be able to create and tag incident template for any authoring group and also can manage and update incident templates whihc are tagged to any of the authoring groups even if you dont belong to that support group....
N if you are of incident user then you can create incident templates and assign an authoring group whihc you are part of ....and also you can edit the templates only if you belong to that template authoring group with support group.admin functional role