Service Operations Workspace Template Tab Default

[Darlene York]

Good morning,

I working in the SOW and on the interaction record the template tab defaults to all.  But on the incident record the default is My Templates.  How to I change it on the incident so that the template selection defaults to All like on the interaction record.  Thank you

[Darlene York]

Thank you so much for the explanation.  I appreciate your help.

[NagaChandaE]

Hi @Darlene York ,

The difference in behavior is as follows:

• On the Interaction record, there are initially no templates. If you create a new template, close the record, and then reopen it and select the Templates tab, the initial category displayed will be My Templates.

• On the Incident record, if you mark any template as a Favorite, then close the record and reopen it, the initial category displayed on the Templates tab will be Favorites.

In both cases, the initial template category is determined dynamically based on the data available (such as the presence of user-created or favorite templates). This is out-of-the-box (OOB) behavior.

Additionally, the Templates tab is powered by a separate, standard component. The logic that determines the default category is built into this component and cannot be modified through configuration.

[Vishal Jaswal]

Hello @Darlene York 

Unfortunately as of now there is no such functionality available in ServiceNow because Incident may have multiple templates for your group or global and ServiceNow research team believes that showing My Defaults by default overriding User preferences is a better option.