Incident templates

To save time and simplify the data input process for common, high-volume incidents, you can use a template. A template contains predefined data that populates the incident record when the template is applied to it, eliminating the need to enter this data manually.

Template selection

When you use the Apply Incident Template action, you can choose a template from the list of the active templates that are available for incidents. You can apply only one template to an incident.

Since templates can contain job plans, the set of templates from which you choose depends on the organization and site associated with the incident record:
  • If Site field is not defined, the system displays all incident templates for all organizations.
  • If the Site field is defined, the system displays incident templates where the site is within the organization specified on the template. The system also displays incident templates that have no organization specified.

Template application

When you apply a template, the template overwrites existing data in the incident. If the Incident field contains data, and the corresponding Incident field on the template does not contain data, the Incident field on the ticket is not overwritten.

If a template contains activities or refers to job plans, the system creates an activity work order for each activity on the template. The system might also create an activity work order for each job plan activity on the template. The addition of activities for job plans is dependent on the site. Activities created from job plans include creation of associated labor, materials, services, and tools that are specified in the job plan.



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