Who is this article for?

Users managing incident templates.

Incidents and Occurrences module access is required.

This article explains where you can configure incident templates for routing.

1. Configuring routing

To configure the template routing:

1. Go to the Incident module.
2. Click Edit.
3. Open Incident Templates.
4. Highlight the incident template you want to route.
   You can only map a single incident template to each occurrence type. Use Configure for Routing within that template to vary owners/stages by location.
5. Click Configure for Routing.

6. Click the Plus icon in the Routing for Location section.
7. Specify the owner for the Incident and each stage/action.

8. Click OK.

Updates apply the next time an occurrence of that type is accepted as an incident; existing incidents are unaffected.

Scope routing carefully

Create a routing entry for every location (or site) that needs different owners/stages; unspecified locations will follow the template’s default assignments.

2. Verifying routing

To verify the template routing:

1. Create a test occurrence with the target occurrence type and location.
2. Accept it as an incident.
3. Confirm the expected template loads with the correct owners/stages.
4. Repeat with a second location to ensure routing differences apply as configured.