Incident Template Flag Definitions

Products

• CA Service Desk Manager

Issue/Introduction

When creating a template from an existing Incident, there are three options under the Quick Template Type that you can choose from:  

None
Quick (No Review)
Review before save

We will discuss what these options signify, primarily when operating as a role who has the "Quick Profile" tab defined.  An example role that has this functionality is the Level 1 Analyst.

 

Environment

Release : 17.1 and higher

Component : SERVICE DESK MANAGER

Resolution

Any value selected on the above Quick Template Type Field will result in the ability to select the given template when you choose File -> New Incident From Template.  

Only templates that have the "Quick (No Review)" or "Review before save" flag set will appear under the Quick Template drop down and will have the "Quick Incident" button active.

While using the Quick Profile tab (as a user in a role that has access to this tab such as the Level 1 Analyst role), if the user selects a template that has "Quick (No Review)" flag set, and click "Quick Incident" a new Incident is created immediately.  The user will see an indicator stating "Quick Incident XX created"

In this example "Test Incident Template 2" was configured to have the "Quick (No Review)" flag set.  After selected, the "Quick Incident" button was clicked and "Quick Incident 53 created"

While using the Quick Profile tab, if you select a template that has "Review before save" flag set, and click "Quick Incident"  the Incident creation page will appear, giving the user a chance to make whatever changes you want with the new incident before saving it.