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Import of .xls template to create a task list in a change request

dpow
Kilo Contributor

3 weeks ago

Hi All, i would like to know if anyone has had any experience with being able to import a .xls template for change requests/tickets that can automatically create a set of tasks associated to that ticket ? Please 🙂

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1 REPLY 1

Marcos Gianoni
Giga Expert

3 weeks ago

Recommended Solution: Use Change/Task Templates and Flow Designer/Workflow

 

The recommended approach provides a robust, repeatable, and maintainable solution that does not rely on external file imports, which are typically prone to formatting errors and security concerns.

 

1. Define Task Templates

 

The first step is to create the standardized task lists as Task Templates or associate them with a Change Template.

  • Task Templates: Create individual task templates for each recurring task (e.g., "Review CAB Meeting Notes," "Perform Database Backup," "Validate Post-Change Testing").

  • Change Template: Create a Change Template that pre-populates the Change Request fields and, critically, links to the required tasks or an execution plan.

 

2. Automate Task Creation (The Key Step)

 

To automatically create the entire set of tasks when the Change Request meets a specific condition (e.g., when the Change Template is applied, or when the Change moves to the 'Scheduled' state), you should use Flow Designer (recommended for newer instances) or Workflow.

 

Using Flow Designer (Recommended)

 

Flow Designer is the modern, low-code tool for automation.

  1. Trigger: Create a flow that is triggered when a Change Request record is created or updated, and a specific condition is met (e.g., Template is X OR State changes to Scheduled).

  2. Action: Look Up Records: If the task list structure is complex, you can store the task list definition in a custom table (similar to an "Execution Plan" or "Task List Configuration") and use a Look Up Records action to retrieve the list of tasks to be created.

  3. Action: Create Task: Use a loop to iterate through the retrieved list from the custom table and use the Create Task action for the sc_task (or change_task) table, mapping the fields (Short Description, Assignment Group, etc.) from your configuration table.

 

Using Change Management Workflows (Legacy)

 

If your instance still relies heavily on traditional workflows:

  1. Workflow Activity: Edit the relevant Change Management Workflow (e.g., Change Request - Normal).

  2. Task Activities: Insert multiple Catalog Task or Create Task activities within the workflow's path to generate the required tasks sequentially or in parallel. You can use the Task Templates defined in Step 1 within these activities.

 

Why Direct .XLS Import is Not the Best Solution

 

While it is technically possible to build a custom solution for .xls import using Script Includes, Import Sets, and Transform Maps, this is not recommended as the effective solution for ITSM processes:

  • Complexity & Maintenance: It requires significant custom coding and maintenance (validating file structure, handling errors, security), which goes against the low-code philosophy of ServiceNow.

  • User Experience: Users would need to upload a file on every Change Request, which is an inefficient and manual step compared to a single click to apply an internal template or automatic generation via a flow.

  • Data Integrity: External files introduce risks of inconsistent data, incorrect task assignment, and process deviations.

Conclusion: Leverage Change Templates to capture the overall scope and Flow Designer/Workflow to automatically execute the associated, predefined Task Templates upon activation. This provides the automation required in a stable, scalable, and supportable manner.

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