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+---- Thread: What is an Incident Template? (/showthread.php?tid=1)
What is an Incident Template? - admin - 09-24-2021
An Incident Template is a template that helps to save time while submitting incidents and assists to do so in a faster way. Usually, every organization has some tickets that are frequently submitted by its end users. The tussom Administrator can create templates for such incidents by configuring appropriate category, summary, description etc.
Once the template is saved, its name appears in the list of templates for end users and Support Engineers, depending on the roles and permissions. They can simply select the template from the dropdown, thereby getting all the configured values automatically populated and saving time to type the details while creating an incident.
Once the values are populated, the end user or Support Engineer can still overwrite the values populated in the fields. For example, Description field can be used to further explain the issue or so.