is there a way to Apply an incident template based on caller location

[kimstorey]

I have an Incident for Hardware Issues, and based on the caller Location they default to a different Assignment Groups.

I want to apply a template which has different information for the Help Desk based on the Caller Location.

Example is:

Caller in Australia needs to contact xxx and call needs to be closed

Caller in NZ ticket needs to be assigned to the Assignment Group

I would like the template to apply information based on when the Caller Location is eg. AU

Does anyone know if this is possible?

[vinitha3]

Yes.. I think you can use client script "onload" or "onchange" to apply the template,

current.applyTemplate("<template name>");

Refer : Creating a Template - ServiceNow Wiki  

How to apply an Incident template to an Incident Record Producer?

Thanks,

Vinitha.K

[vab_13]

You can apply a template in a client script.

leverage:   applyTemplate(template_sys_id);

Scripted templates

Have a read of this:

https://www.servicenowguru.com/system-definition/advanced-templates/

Mark your feedback( Like or Helpful or Correct) as per the impact of my response. Cheers!

Vab

[asit2]

Here is my solution-

create one onload client script on incident named: Choose Template By Location

Code:-

function onLoad() {

    //Type appropriate comment here, and begin script below

var location=new GlideAjax('Get_Location_By_UserID');

var str_location='';

//alert('g_user.userID '+g_user.userName);

location.addParam('sysparm_name','GetLocation');

location.addParam('sysparm_userid',g_user.userName);

location.getXMLWait();

str_location=location.getAnswer();

//alert('applying template for:'+g_user.location);

//current.applyTemplate(" IncidentTemplateForKolkataLocation");

alert('str_location:'+str_location);

if(str_location=='Paris')       // template will be applied for user with location Paris

{

      applyTemplate('155224634f23320073f9cab18110c77f');     // Sys_id of your template

}

}

Create one client callable script include named : Get_Location_By_UserID

Code:-

var Get_Location_By_UserID = Class.create();

Get_Location_By_UserID.prototype = Object.extendsObject(AbstractAjaxProcessor, {

GetLocation:function(){

var userid=this.getParameter('sysparm_userid');

//gs.addInfoMessage('userid'+userid);

var location='';

var rec=new GlideRecord('sys_user');

rec.addQuery('user_name',userid);

rec.query();

rec.next();

location=rec.location.name;

//gs.addInfoMessage('location'+location);

return location;

},

      type: 'Get_Location_By_UserID'

});

[Jochen Geist]

Did you already try the platform feature "Assignment Rule" for this? (Create an assignment rule)

I dont think your requirements justify using scripting instead of an OOTB feature.