question Re: Need to generate Word Document in Community Central forum

Need to generate Word Document

Avinash44 — Wed, 09 Jul 2025 14:09:08 GMT

Hi All,

I am looking for an option/suggestion that, whether in ServiceNow, is it possible to generate Word document. I have a requirement that, Client has shared some pre-defined templates and in that, we need to map certain values from the record (Case table).
So by surfing in the internet, I found that, in Document Templates, we can able to achieve it by installing some plugins. I tried installing those and tried creating sample document templates, but still I am not sure what configuration am I missing, as the values are not mapping.

So if anyone worked on this and have some insights on this, please provide me the explanation and steps also if that needs to be followed, so that it will be really helpful.

Below are the things I tried from my end:

1. Created one sample word document (.docx) and inside that I have added some random paragraph along with field which needs to be mapped with Case table.

Content present in the word doc ,for example:

The Number is ${number}.

Also, I tried with multiple combinations. For eg: ${number} / {{number}} / number / {number}. But still no luck.

2. Created new document template in servicenow by selecting Word Template and attached the above word doc in the document field.

3. Tried clicking the "Parse word document" related link, but it doesn't create any. So I tried with manual mapping and here I can see couple of fields "Document Field", "Field Name" and in these fields, I provided values with multiple combinations as per above (number, {{number}}, ${number}...) and in Mapping field, I selected Number.

4. Once I added the mapping manually, I can see Preview Button appeared in the Document Template, I selected respective Case record and clicked on "Generate Preview", it generates a word document and attached in the same document template and when I check the preview doc, I dont see anything got mapped.

Whatever I entered in the word document, I can still see the same.

I know its very big message but just wanted to let you all know, what i tried. So if anyone could provide insights on this, it will be really helpful.

Re: Need to generate Word Document

Ankur Bawiskar — Wed, 09 Jul 2025 14:21:15 GMT

@Avinash44

Document template can only generate PDF and not Word file.

Word document can be generated as part of separate application Legal Service Delivery but it's a paid plugin I believe

Word Document Templates release notes

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

Re: Need to generate Word Document

ali bhatti — Wed, 09 Jul 2025 16:40:03 GMT

Hi @Avinash44

I recently worked on a requirement where I needed to generate an official letter (Word format) from a record in a custom table in ServiceNow. I’m sharing the full solution here in case it helps someone with a similar use case.

The best part? No scripting required – this is all done using ServiceNow's built-in Document Templates feature.

Use Case

Let’s say you have a custom table like u_request_letter where users submit request forms. You want to create a downloadable .docx letter for each record (such as approval letters, certificates, summaries, etc.).

Steps to Implement

🔹 Step 1: Activate Document Templates Plugin

Go to System Definition > Plugins
Search for: Document Templates
Activate the plugin: com.glide.document_generator

🔹 Step 2: Create a Word (.docx) Template

Open Microsoft Word
Write your letter format and use placeholders like ${user_name}, ${request_number}, etc.
Save the file as: Request_Letter_Template.docx

📝 Example content:

nginx

Dear ${user_name}, Your request (${request_number}) has been approved. Request Type: ${request_type} Status: ${state} Description: ${short_description} Regards, ServiceNow Team

🔹 Step 3: Create the Document Template in ServiceNow

Go to Document Templates > Document Templates
Click New
Set the table to your custom table (e.g., u_request_letter)
Upload your .docx file
Submit the form
Open it again and click Auto-map fields

🔹 Step 4: (Optional) Add a Button to Generate the Document

To let users generate the letter directly from the form:

Go to System Definition > UI Actions
Create a new UI Action:
- Table: Your custom table
- Name: Generate Letter
- Action type: Form Button
- Script:
  javascript
  
  var generator = new sn_docgen.DocumentGenerator(); var output = generator.generateTemplate('<YOUR_TEMPLATE_SYS_ID>', current.sys_id); action.setRedirectURL(output.url);
- Replace <YOUR_TEMPLATE_SYS_ID> with the actual Sys ID of your uploaded template.

Final Output

Now when you click the "Generate Letter" button on a record, ServiceNow will generate a Word document with values filled in from the record. You can also use Flow Designer to send this as an email attachment if needed.

Pro Tips

You can use dot-walking for related fields like ${caller.name}.
Make sure field names in the template match the ones in your table.
The document can also be auto-generated through Flow using the Generate Document action.

Happy building!
— Saadat Ali—

Re: Need to generate Word Document

Avinash44 — Thu, 10 Jul 2025 08:52:07 GMT

Hi Ankur,

Thanks for the reply. Actually I have tried installing document templates plugin as well in my PDI and tried the above things. But still I couldnt find a way to achieve this.

Re: Need to generate Word Document

Avinash44 — Thu, 10 Jul 2025 09:07:17 GMT

Hi Ali,

I have installed the Document Template plugin and tried the above mentioned steps. I just have one query, while creating document template, which type you have selected? Is it HTML Template or Word Template?

And if it's a Word template, there it's asking a document field to upload a word document and I have uploaded the sample doc and once I submit the request, I dont see any field mapping button functioanlity which you referred. Rather I can see related link called "Parse Word Document" and if I click that, nothing is doing actaully. Then I had to manually map and in that mapping only, I have tried multiple combinations but still it is not working.

Maybe, could you check the screenshot once which I shared above, so that you will see what exaclty I am seeing in the document templates and you could assist me.

Re: Need to generate Word Document

Ankur Bawiskar — Thu, 10 Jul 2025 09:08:46 GMT

@Avinash44

that's what I mentioned, you cannot generate DOC using that plugin.

it's clearly mentioned in Docs.

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

Re: Need to generate Word Document

Avinash44 — Mon, 14 Jul 2025 09:28:09 GMT

Sure Ankur. Thanks.

I just want to ask one more thing, Client is expecting a functionality that , the document which we are generating (PDF) currently, which has some pre-defined template and binded with field values and if required, client will update that document on their end and once they updated it, from ServiceNow, we need to auto-populate certain values from the record in the updated template.

Is it really possible to update the template after its updated by client? As they are going to update only if its required. How to deal with this sceanrio?

Re: Need to generate Word Document

Ankur Bawiskar — Mon, 14 Jul 2025 09:55:43 GMT

@Avinash44

Once the document template is published whatever documents (PDF) will be generated will be based on those field mappings.

if they move that template to Draft and edit and change the mappings System cannot automatically generate new documents (PDF) with the new mappings and attach to the earlier records.

It has to be done manually or via a custom solution.

I believe I have answered your original question and subsequent question as well.

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

Re: Need to generate Word Document

M_48 — Wed, 24 Sep 2025 13:34:04 GMT

the plugin you mentioned doesn't exists
The field you mentioned for the document templates also doesn't exists

Re: Need to generate Word Document

M_48 — Wed, 24 Sep 2025 13:37:20 GMT

Hi Ankur,

I'm looking for the plugin that gives me the possibility to export to a word document. I found the plugin sn_doc_word, but it's not clear to me how it works? Is it something I can use on any table or is that plugin linked to contract management only? Thanks in advance for your help.

Re: Need to generate Word Document

Reema707 — Tue, 28 Oct 2025 08:07:14 GMT

I am having the same issue as you described, did you manage to find a way?

Re: Need to generate Word Document

Florisvmuijen — Mon, 09 Mar 2026 14:50:30 GMT

Hi Avinash,

Based on what you described, this does not seem to be a configuration issue on your side.

The standard ServiceNow Document Templates capability is mainly designed for PDF generation, and support for generating Word (.docx) documents directly from record data is very limited and inconsistent. That is why placeholders such as ${number} are not being mapped.

In most implementations there are three common approaches:

1. Use Document Templates for PDF output
This is the native approach supported by the platform.

2. Build a custom solution
Some organizations create a scripted solution that reads a template and injects field values. However this requires maintenance and often becomes fragile over time.

3. Use a dedicated ServiceNow Store application
There are applications specifically designed to generate Word/PDF documents from ServiceNow records using Word templates with field mappings (for example Office Templater).

Also note that if the client updates the template later, previously generated documents will not automatically be regenerated unless additional logic is implemented.

So the behavior you are seeing is expected with the standard Document Template functionality. Hope this helps.