Using Templates to create new incidents

[Jeff59]

I understand how to create a new incident using a template:
https://instance-name/incident.do?sysparm_template=template_name

...but how do you dynamically update it with other fields, e.g., ^caller_id

[Mohith Devatte]

Hello Jeff,

refer to this link on how to do it through template

https://ut.service-now.com/sp?id=kb_article&number=KB0013809

Mark my answer correct if it helps you

[Muhammad Khan]

Hi Jeff,

If I understand your requirement correctly, then you can try something like this in the template.

It will dynamically populate this field with current logged in user. You can utilize it as per your requirement.

Hopefully, this will help you.

[Jeff59]

Hi,

Thank you both for your replies.
I'm going to try and do a better job of explaining what I need.
I have built an app using Visual Studio that has an interface which allows our service desk agents to quick access tools. This includes a web browser for ticket management.

So imagine there is a button that, when you click it, creates a new incident based on an existing template by going to the following link in the web browser:

https://instance-name/incident.do?sysparm_template=template_name

There is also a textbox containing the username of the Customer, and a variable that is set to the Customer's sys_id.

The template does not include the Customer's (caller_id) details, and it's this that I want to add at the time when the button is clicked e.g.,

https://instance-name/incident.do?sysparm_template=template_name^caller_id=rf7701rf1b8abxxxxxxxxx

Please note that the example about is just for demonstration purposes - it doesn't actually work. This is where I need help 🙂

Thanks

Jeff