Incident Module query

[Vasu20]

Hi All, 

I have a query, We have the team that does repetitive work and we want to eliminate that.  
Example: 
1>When we have an incident as a Password reset, the incident is resolved through a predefined text that the L1 team copy pastes and closes. 
Providing the Knowledge article information. 
Can we automate this addition of pre-defined text and closure of the incident?

Thanks and Regards,
Vasudev S V

This is one such repeated activity. 
Scenarios like these needs to be solved.

[Dr Atul G- LNG · Accepted solution]

Hi @Vasu20 

Yes, in these cases, use the incident template where you can populate the resolution code and notes, and apply them in the incident.

[Vasu20]

Thank you so much for the response. Can we automate the incident template be applied without the L1 team looking into the incident?

Best Regards,
Vasudev

[Dr Atul G- LNG]

Hi @Vasu20 

https://www.servicenow.com/community/developer-forum/apply-template-to-specific-field-within-form/m-....

[Ankur Bawiskar]

@Vasu20 

what do you mean by that?

Agent has to be open the incident and mark it resolved, without this how it will be resolved?

unless they open and resolve the incident, you cannot run business rule to automate the field

If my response helped please mark it correct and close the thread so that it benefits future readers.