Creat template from Incident with state closed

[Sheh]

Hi,

When I create a template from an incident not closed, all fields are prepopulated. But when I create a template from a closed incident, the fields aren't prepopulated. 

Can you help.

Thank you.

[Sheh]

Thank you very much, but in my case, I have all the fields. The problem is only when I want to create a template from a closed incident, the fields are supposed to prepopulate automatically, but this is not the case, however , if I use an incident for example in the open or resolved state, it works very well.

Regards

[Dr Atul G- LNG]

Hi @Sheh 

It is OOTB behaviour. The only thing i can say, there must not be any difference between Resolved to Closed. SO Better create template at Resolved only. 

[Rajdeep Ganguly]

Sure, I can help you with that. Here are the steps you can follow to ensure that the fields are prepopulated when creating a template from a closed incident:

1. Navigate to the incident record that you want to create a template from.
2. Click on the "More Options" button (usually represented by three dots) and select "Create Template".
3. In the "Create Template" dialog box, ensure that the "Prepopulate Fields" checkbox is checked. This will ensure that the fields are prepopulated based on the current incident record.
4. If the "Prepopulate Fields" checkbox is not available or not working as expected, it might be due to a system property or a script that is preventing the fields from being prepopulated. You can check the system properties by navigating to "System Properties" in the left-hand navigation pane and searching for properties related to incident templates.
5. If a script is causing the issue, you might need to modify the script or consult with a ServiceNow developer or administrator. The script might be located in a business rule, client script, UI policy, or other scriptable area of ServiceNow.
6. If none of the above steps work, it might be a bug in ServiceNow. In this case, you should contact ServiceNow support for further assistance.

Please note that these steps are general guidelines and might vary depending on your specific ServiceNow instance and configuration.

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[Sheh]

Thanks a lot, this will help me.

Regards.

[Dr Atul G- LNG]

I did not get Auto poppuate either on form layout nor in script. Please guide.