Purpose

Templates simplify the process of submitting new records by populating fields automatically. They are useful for incidents that require specific configurations or information and can also be used for Knowledge base articles, Assets and other records. 

Creating a Template

1. Open the template record:

• • For incidents, navigate to Incident -> Templates and click the New button at the top of the list to create a new template. Incident templates can also be created by clicking the + icon in the Template Bar.

• • For knowledge articles, navigate to Knowledge -> Create new and click the + icon in the Template Bar.

• • • See the "Applying a template" section below on how to toggle the template bar view. If you find that you do not have access to create templates, submit a ServiceNow User Management request to have the Template Editor role added to your user profile.

2. Complete the template record:

1. 1. Name: the name of the template
   2. User: the individual who sees the template in their own list; this will default to the individual creating the new template
   3. Table: this should be automatically set to incident
   4. Groups: members of these groups will be able to see the template in their lists. Group members will be able to use the template. (To edit this field, you must have a special role.)
   5. Active: leave this box checked to use the template. Uncheck the box to deactivate the template.
   6. Short description: describe the purpose of the template (i.e. Create a monthly Incident assigned to John Doe for some task)
   7. Template:
      
      • Each of the options in the drop-down correspond with a field on the Incident/Knowledge form. Select an option and choose what the template will populate that field with.
      • Important to note: Some of the fields get automatically filled in and/or are read-only, so apply the template to fields such as "Short description," "Assigned to," "Assignment group," etc.
        

3. Click on the Submit button when you have finished completing the template.

• • If you have sufficient permissions, you can schedule when an incident template is created. See this article for more information.

Applying a template

1. After creating a new Incident or Knowledge article record, click the 3 dots next to the Save button, and select the Toggle Template Bar option (if it hasn't been toggled yet).

2. A template bar will appear at the bottom of the screen with all templates visible to the individual (via the User and Group fields when creating a template).

3. Click on the template to apply it to the current record.

4. An info message will appear at the top of the record to indicate that results of applying the template to the record. You can optionally click the See Details link for more information.

• • An error message will appear if some fields could not be changed (such as the Opened field).

    

Sharing a template

Members of any groups that the template is attached to will automatically be able to use the template. To add or remove certain groups' access, edit the template and adjust the Groups setting.