Is there a way to automatically apply a pre-defined checklist template to an incident or task (or group of them) based on the substate?

[andrewdeasey]

I am looking for a way to automatically apply a pre-defined checklist template to an incident or service catalog task when a specific substate is selected.  We do QA on random incidents and tasks, and the substate determines which incidents and requests are QA'd and which are not. I know how to create the checklist template and manually assign it to an incident, but not automatically. Can anyone offer suggestions for this? Thanks!

[Shanti7]

Hi, We have the similar requirement of creating help desk troubleshooting check-list. Want o know if you were able to achieve this functionality, if yes, could you please share the complete design. 

Thank you,

Shanti

[Anita Nichols]

Coaching loops?

[Teena Singh]

Andrew,

The HI Customer Experience team is striving to ensure that customer queries posted from the HI Service Portal are answered in timely and accurate fashion.

I am looking to see if someone can help with this query. Thanks.

Regards,

Teena Singh
Customer Experience: UX Strategy and Customer Insights
teena.singh@servicenow.com

ServiceNow

[SanjivMeher]

You can defintely do it using a business rule.

When incident moves to a particular substate, using a business rule query the required template.

Also you can create an additiona field in template table to map to substates to easily identify which template is for which substate.

[carlh]

Any chance you could expand on that?   I'm not able to see the templates when creating a business rule.  

Could you provide a script example?