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!

[Jon G1]

4 years later and exactly what I was looking for.  Thanks!

[ty_roach]

Consider using the ServiceNow store application - Checklist Pro.

The problem with the OOB checklists is that they are unreliable, meaning, people can change the content of the checklist item after the fact, add items, delete items, change items.  There's also no guarantee that the same checklist will appear for same situation.  There is no way to restrict who can edit the checklist or when it can be edited (like do you really want people changing checklist responses after the record has been closed).

Enter Checklist Pro.  We built Checklist Pro to solve all those problems and more.  Checklist Pro application administrators can define when checklists get created and associated with records in a table (any table - not just those that extend TASK), when these checklists can be edited, when the associated record is considered "closed" (and thus should prohibit further checklist updates).  We even added the ability to define "Required" checklist items that allow enforcement, thereby preventing a record from closing unless the required items are completed.  We've built convenience Database Views to go with the most common checklist tables, which include TASK, SYSAPPROVAL_APPROVER, CMDB_CI.

They work in the Service Portal as well as in the Classic UI.

They'll work with other Scoped Applications (like HR or SecOps or even custom scoped apps & tables).

For more information contact TyGR LLC or goto our youtube channel to see it in action.

Also - besides the classic Checkbox Item, Checklist Pro allows you to include various data types, including Textbox fields, Date, Integer, Custom Choice Lists and Reference fields.

[Sebastian R_]

I know this post is a little bit old, but there is an OOTB Script Include to apply a checklist template to a record. This can easily be used, e.g. in an BR.

new ChecklistUtil().createChecklistFromTemplate(templateSysId, taskTable, taskSysId)

[ty_roach]

True enough and this may suffice for many.  But for customers looking to have strong controls around their checklists (like who/when a checklist is editable) as well as when it appears (more like the template case you are referencing) AND include things like enforceable "Required" checklist items or having items of different data types (not just checkboxes) or having sub-checklists or having shared checklists (one checklist shared by many people) or have a need to put a checklist on something other than a task record (e.g., like an approval record)...Checklist Pro can be a game changer for you 😉