When creating a hierarchy template, there's a field where we specify a ‘name’ for that template. Once created, all our templates appear in the Hierarchy Templates window (in Configuration), arranged as desired and using the names we gave them.
However, when we actually use the hierarchy on an incident and then click on the ‘Related Hierarchy’ link, what we see listed is not the same as what we saw in the ‘Hierarchy Templates’ configuration view. Instead, the names of the individual incidents are derived from the incident description rather than the name we specified for that template.
In speaking with GWI Support, they suggested that the work-around be to always put what we want displayed into the description field of the incident template. This might work in some cases, but if someone changes any incident description after the hierarchy is in place or if the description spans multiple lines, then the incident titles in ‘Related Hierarchy’ become distorted and difficult to decipher.
In my opinion, the titles shown in ‘Related Hierarchy’ should be based on the template names we specified rather than the incident's description. Perhaps if there was a control of some sort (check box, radio button) in the hierarchy template creation window that allows us to choose how to reference them, then we would be able to always ensure the clarity of the list shown in the ‘Related Hierarchy’ window. Please consider.