Problem:

When I download the XML file of an existing incident template from one organization and then upload it to another organization, I see the following error message:

There was a problem uploading this template. Either:

• There is already a template with the same name
• The uploaded file is not formatted correctly

Please try again or contact support

Solution:

1. If you log in as an Account Administrator, log in to the Manager Portal ans select appropriate organization from the drop-down menu in the upper right-hand corner.. If not, proceed directly to step 2.
2. Select Incidents from the top menu bar.
3. Select Templates from the drop-down menu.
4. Before downloading the XML file of the incident template in question, enter incident edit mode by selecting the pencil icon next to the incident you wish to download. (See the pencil icons highlighted in the screenshot below.)

5. Once you have entered edit mode for the incident you wish to download, click the Save button in the upper-right corner.

6. After saving, return to the Incidents > Templates page. Here, you can download the template as an XML file by selecting the download icon. (See the download icons highlighted in the screenshot below.)

7. Once you have saved an incident template and then downloaded it as an XML file, you can upload that file to any other organization's incident templates.