Incident Templates

Incident templates prefill the manual incident form with a known title, description, urgency, priority, and service. Use them for recurring response patterns such as a database outage, failed deployment, or customer-impacting latency.

Templates do not ingest monitoring events and do not replace service integration keys. For automated incidents, use an integration or the Events API.

Who can manage templates

• Responders and administrators can create templates.
• A creator can delete their own template.
• A public template is available to everyone in the installation.
• A private template is visible to its creator.

Create a template

1. Open Incidents.
2. Open Incident Templates and select Create Template.
3. Enter a unique template name of 3–100 characters.
4. Optionally add an internal description explaining when to use it.
5. Choose whether the template is public.
6. Configure the default incident values: title (5–255 characters), description, urgency, priority, and service.
7. Save the template.

The template list shows its visibility, default urgency, priority, service, and title.

Create an incident from a template

1. Open Incidents → Incident Templates.
2. Find the template and select Use Template.
3. Review every prefilled value. Change details that are specific to this occurrence.
4. Create the incident.
5. Confirm the incident has the expected service, urgency, priority, and escalation behavior.

A template accelerates data entry; it does not bypass permissions, validation, service routing, or escalation rules.

Delete a template

The creator can open the template's action menu and choose Delete Template. Deletion is immediate after confirmation and does not change incidents that were previously created from that template.

Troubleshooting

Related guides

• Incidents
• Services
• Escalation policies
• Events API