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7/10/2008 7:36:47 PM
DavorkaGalic-78.1.177.180
7/10/2008 7:43:45 PM
DavorkaGalic-78.1.177.180
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WhatAreBenefitsOfIncidentTemp...

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

What are benefits of Incident templates?
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Benefits of incident templates are as follows:

  • Providing resolutions to common incidents. Creating a number of incident templates, you can shorten the time the Help Desk personnel need to resolve incidents which occurs more often then the others.
  • Setting desired data fields for certain incidents. For example, incidents from certain service user should always have a specific SLA. Therefore, using incident template with the “Service User” and ”SLA” fields well defined, you can assure a specific SLA for that service user.
  • Assigning incidents to a specific group of support representatives.
  • Assigning incidents to a specific support representative (specific user).

Benefits of incident templates are as follows:

  1. Providing resolutions to common incidents. Creating a number of incident templates, you can shorten the time the Help Desk personnel need to resolve incidents which occurs more often then the others.
  2. Setting desired data fields for certain incidents. For example, incidents from certain service user should always have a specific SLA. Therefore, using incident template with the “Service User” and ”SLA” fields well defined, you can assure a specific SLA for that service user.
  3. Assigning incidents to a specific group of support representatives.
  4. Assigning incidents to a specific support representative (specific user).

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Using Incident Templates

What are Incident Templates?

How do I create a new Incident Template?

How can I modify Incident Template Information?

Tip:

In the Templates tab the list of all the existing incident templates is displayed. One Incident Template field is displayed as column: “Template Name”. By clicking the header of the column you can sort the incident templates by their name. If you click on “Template Name” column the incident templates will be sorted by their name in ascending order. If you click twice, the incident templates will be sorted by their name in descending order.