Service Manager
Default Incident Templates
To view the list of incident templates:
1.Log in to the Service Desk console.
2.Open the Incident workspace.
3.Open an incident.
4.From the toolbar, click Template.
The following templates can be used to create incidents:
Account Lockout - Domain
Field Description Status Active Service Desktop Service Category Account Lockout Urgency Medium Impact Medium Summary Cannot log in to Windows
Account Lockout - HR System
Field Description Status Active Service HR System Category Account Lockout Urgency Medium Impact Low Summary Cannot log in to Performance Review System
Backup Failure
Field Description Status Active Service Data Service Category Data Loss Urgency Medium Impact Medium Summary Daily Backup Failure
Cannot access Shared Drive
Field Description Status Active Service Desktop Service Category Network Folder Failure Urgency Medium Impact Medium Summary Cannot access Shared Drive
Cannot open Outlook
Field Description Status Active Service Email Service Category Client Failure Urgency Medium Impact Low Summary Email Down
Desktop Application Failure
Field Description Status Active Service Desktop Service Category Application Error Urgency Medium Impact Low Summary Desktop Application Failure
Email access on mobile device
Field Description Status Active Service Desktop Service Category Connection Failure Urgency Medium Impact Low Summary Email problem on mobile smart phone
No dial-tone on my phone
Field Description Status Active Service Desktop Service Category No Dial Tone Urgency High Impact Low Summary No dial-tone on my phone
PC is very slow
Field Description Status Active Service Desktop Service Category Performance Issue Urgency Medium Impact Low Summary PC is very Slow
Printer - Out of Toner
Field Description Status Active Service Desktop Service Category Printer Failure Urgency High Impact High Summary Printer - Out Of Toner
Printer - Paper Jam
Field Description Status Active Service Desktop Service Category Printer Failure Urgency High Impact High Summary Printer is jammed
Voicemail Problem
Field Description Status Active Service Desktop Service Category Telephone Failure Urgency Medium Impact Low Summary Voicemail Problem
VPN Connection Failure
Field Description Status Active Service Mobile Communication Category Connection Failure Urgency High Impact Low Summary VPN Connection Failed
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