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