Problem templates

A problem template contains predefined data that you can insert in common, high-volume problem records. Applying templates can reduce the amount of time needed to create problem records significantly.

Template selection

When you use the Apply Problem Template action, you can choose a template from the list of the active templates that are available for problems. You can apply only one template to a problem.

Because templates can contain and apply job plans, the set of templates available depends on the organization and site associated with the problem record:
  • If Site field is not defined, the system displays all problem templates for all organizations.
  • If the Site field is defined, the system displays both problem 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 select and apply a template, the template overwrites existing data in the problem. If the Problem field contains data, and the corresponding Problem field on the template does not contain data, the Problem 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 site-dependent. Activities created from job plans include creation of associated labor, materials, services, and tools from the job plan.



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