Incident Models

[LucasAlves]

Hello,

Does ServiceNow not have Incident Models like how Change has under Change > Administration > Change Models? Is Incident Templates the only option available for pre-configured forms for Incidents?

Thank you for the help.

[Tanushree Maiti]

There is no Incident model exists like Change model.

For Pre-configured form, incident template is the option.

Following links can help you to build the INC template-

Apply a template in the Incident form • Zurich IT Service Management • Docs | ServiceNow

Populate your Incident form fields with a custom template - YouTube

Creating an Incident Template - YouTube

[adityahubli · Accepted solution]

Hello @LucasAlves ,

Yes, ServiceNow does not provide Incident Models like Change Models under Administration. Change Management includes models because changes follow structured workflows and approval processes. For Incidents, the closest OOB option is Templates, which help pre-populate form fields such as assignment group, category, or description. However, templates only fill data and do not behave like models with lifecycle or process logic. 

You can refer this  article for incident template  : https://ut.service-now.com/sp?id=kb_article&number=KB0013809

If this helps you then mark it as helpful and accept as solution.

Regards,

Aditya