Using template in incidents

PAllsworth
Tera Contributor

‎11-28-2023 08:48 AM

HI,

 

Can templates be built with standard responses or questions to be used either during an Incident handling or closure to save time for the ITIL agent having to manually complete the information out every time?

 

We are just moving ServiceNow Vancouver release from another platform where we heavily used templates to give a standard feel across the platform.  

 

This is outside of the email templates.

 

Cheers,

Phil

 

 

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Dr Atul G- LNG
Tera Patron
Tera Patron

‎11-28-2023 11:47 AM

Hi @PAllsworth 

 

Greetings!!

If i understood correctly, you want to use the Incident templates from toggle bar. I never tried but

try in PDI

Build 2 templates

1. use at time of creation

2. At time of resolve.

 

I tested a bit now, if the attributes are not same in both templates it will work for you. 

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