Support Automation associated to incident template

Document ID : KB000097180
Last Modified Date : 21/05/2018
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Introduction:
Customer wants to know what is the behavior when an Support Automation (SA) template is associated to an incident template, and an incident is created from a SA Chat
Question:
How the Support Automation / Incident Templates Association works? When a ticket is created through a Support Automation chat, what fields will be taken 
 from incident template or Support Automation template to fill out the new incident?
Environment:
CA Service Desk Manager 14.1.x / 17.x
Answer:
The new incident created through a Support Automation chat based on a template, will be filled according the following rules:
. Incident template will be used for some fields that i could test: impact, urgency, CI, Afected Service, Symptom, resolution code, and others.. 
. The Support automation Template will use the fields like: Category (if Area_Defaults option is installed, it wil take group and assignee from it), status, description, End User..