Incident Templates are predefined parameters of issues to be created when a service fails.

You may use a single template in one or more services and use replaceable tags to customize the template.

Setting up a template

Adding an Incident Template using the Add Incident Templates button

  1. Log in as a user with the JIRA Administrators global permission. Choose  Pulse> Incident Templates. Select Incident Templates to open the Services page.
    (info) Tip: Use a Keyboard shortcut: g + g + start typing Incident Templates.



  2. Click the Add Templates button. 
  3. Configure the selection criteria of Create new Incident Template Data for your field by adding the Name for a service and optionally its description. 

Issue attributes

  1. Configure the selection criteria of Issue Settings or your field by adding the Project, the Issue Type, the Priority, the Summary, the Reporter and the Close Issue Action Id. You can optionally fill in the gaps in the remaining field. 
  2. (info) Tip: You can use some service parameters in issue attributes. 

  3. Confirm your choice with the Create button or cancel the process by clicking the Cancel link.

Tags

Currently we support 8 tags:

(info) Tip: The following tags give an evidence context of issue attributes.

TagDescription
$serviceName$ This tag will be replaced with the name of the service.
$serviceType$ This tag will be replaced with a type of service (the name of the protocol used in the service).
$serviceAvailabilityTestResult$This tag will be replaced with the test result.
$serviceAvailabilityTestResultMessage$

This tag will return the information about the availability test result (positive or negative). If result is negative, you will receive more information.

$serviceValueTestResult$

This tag will return the information about the protocol value.

$serviceValueTestResultType$

This tag will return the information about the correctness of test results (positive or negative). It is possible to customise the alert range.

$serviceValueTestResultMessage$ 

This tag will return the information about about positive or negative values of the test results.

$currentDate$ This tag will return the information about about the current date.

Editng an Incident Template

  1. Log in as a user with the JIRA Administrators global permission.
    Choose the cog icon  > Add-ons. Select Incident Templates to open the Services page.
    (info) Tip: Use a Keyboard shortcut: g + g + start typing services.
  2. Select desired Incident Templates and click the Edit button in the Options section.
  3. Edit parameters and confirm with the Save button.
  4. Cancel process by clicking the Cancel link.

Deleting Services 

In order to make it possible to remove Incident Templates, none of the defined services can be assigned to it.

  1. Log in as a user with the JIRA Administrators global permission.
    Choose cog icon  > Add-ons. Select Incident Templates to open services page.
    (info) Tip: Use a Keyboard shortcut: g + g + start typing services.
  2. Select desired services and click the Delete button in the Options section.
  3. Confirm with the Delete link.
  4. Cancel the process by clicking the Cancel link.