EditIntroduction
Incident templates help speed the entry of an incident by entering pre-configured data for certain fields. Octopus can also create templates of type
Quick call; at the time of the creation / saving of the incident, it will automatically be set as "closed".
Incident templates can be used by the Octopus resources or users through the self-service web portal, if the templates are made visible. By default, Octopus already contains some incident templates (problem with my desktop, problem with my phone, access problem, software problem, etc.).
EditTo add an incident template
1. Access the incident template via "Tools > Reference Data Management..."
2. Open the "Incidents \ Templates" section
3. To create a template, right click on the section named "Templates" and select "Add".
4. Enter a subject (mandatory field at the creation of a template)
5. We can:
- Associate a category and a sub-category
- Automatically associate a group and/or an assignee
- Internal procedure: we use this field to create Octopus scheduled jobs
6. To make visible this incident template in the self-service Web portal, you must first check the option in the "self-service Web" tab. A more personalized form can be developed in this tab. Please consult the article "Custom templates creation" (in development) for further details.
EditTo delete an incident template
Right click on the the template to delete and select "Delete".
Note : It is impossible to delete a template that has been previously used in an incident. You have two choices: uncheck the box "Active" to disable the template or merge it with another one. The merging removes the link between created incidents and the source template and creates a new link to the destination template. Thereafter, the source template is automatically deleted.
EditQuick call
A template of "Quick call" type cannot be available on the Web portal. This feature benefits only the people from the Service Center to accelerate the entry of certain types of incidents with a known and quick resolution. Therefore, the "Quick call" option is only available if the template is not visible on the Web portal.
In that case, we specify an average effort, since all entries need a minimal execution time and it will not be possible to manually enter the effort. A resolution activity will automatically be created.