SOFT & DEVSUP Templates

[Matt_T_Fischer]

Hello,

I want to create a template for SOFT and DEVSUP, each has its own unique phases.  I have found some information on templates, but I can't find any information with step-by-step instructions.  Can anyone help please?

Thanks

Matt

[Marcos Gianoni · Accepted solution]

Hello Matt,

This is a great question. Using templates in ServiceNow, especially in Project Management (PPM), is a best practice for standardizing work, which is key to achieving consistent results and reporting for different project types like SOFT and DEVSUP.

Since your need is to have templates with unique phases, you'll likely want to create and configure Project Templates that include pre-defined Project Tasks that represent your phases.

Here is a step-by-step approach based on ServiceNow best practices, assuming you are using the Project Management module:

---

🛠️ Step 1: Create the Master Project Templates

First, you'll create two distinct project templates, one for SOFT and one for DEVSUP, to capture the initial, common fields.

1. Navigate: In the Filter Navigator, type and go to Project Administration > Templates.

2. Create New: Click New.

3. Define Template 1 (SOFT):

   • Name: SOFT Project Template

   • Table: Select Project (pm_project)

   • Field Values: Set any default field values for SOFT projects (e.g., Project Manager, Portfolio, Description). Save the record.

4. Define Template 2 (DEVSUP):

   • Name: DEVSUP Project Template

   • Table: Select Project (pm_project)

   • Field Values: Set any default field values for DEVSUP projects. Save the record.

---

🏗️ Step 2: Define Unique Phases (Project Tasks)

For each template, you will define the unique phases as Project Tasks that are part of the template structure.

1. Open Template 1 (SOFT): Open the SOFT Project Template record you just created.

2. Add Phases as Tasks: Scroll to the Template Tasks related list (or similar, depending on your ServiceNow version and configuration).

3. Create Tasks: Click New in the Template Tasks list to define each unique phase/step for the SOFT project type.

   • Short Description: Name the phase (e.g., SOFT: Requirements Gathering, SOFT: Design & Architecture, SOFT: Testing & QA).

   • Duration/Effort: Define default values.

   • Order: Use the Order field to control the sequence of the phases/tasks.

   • Relationships: Define parent/child relationships or dependencies between tasks as needed to build your project structure.

4. Repeat for DEVSUP: Open the DEVSUP Project Template and repeat the process, defining the unique phases/steps for development support (e.g., DEVSUP: Triage & Analysis, DEVSUP: Hotfix Development, DEVSUP: Deployment Review).

---

⚙️ Step 3: Configure Template Replication (Best Practice)

By default, templates copy Project Tasks and Attachments. For best practice, if you want your template to automatically create other related records (like Risks, Issues, or Requirements) that are common to your SOFT or DEVSUP projects, you must configure this:

1. Navigate: In the Filter Navigator, type and go to Project Administration > Settings > Template Config. (You may need the pps_admin role).

2. Update Configuration: You will see records that define what elements (tables) are copied when a template is applied.

3. Add Elements (Optional): If you want to include, for instance, specific starter Risks on a SOFT project:

   • Find the record for the Project table (pm_project).

   • In the Elements field (a semicolon-separated list), add the table name for Risk (pm_risk) and any other related records you need.

   • Note: Ensure any records you add in the template configuration are actually created on the template form in Step 1.

---

🚀 Step 4: Applying the Template

When a Project Manager creates a new project, they can choose the relevant template:

1. Create New Project: Go to Project > Create New.

2. Select Template:

   • After saving the initial project record, look for a Related Link or a button on the form (often named Apply Template or similar).

   • Select either the SOFT Project Template or the DEVSUP Project Template.

3. Result: The unique set of phases (tasks) defined in the template will be created and inserted into the new project, automatically setting the structure for that project type.

This process ensures that your SOFT and DEVSUP projects adhere to their respective standard structures, which is a core ServiceNow best practice for portfolio and project management maturity.

This video provides an overview of how templates are used to auto-populate field values, which is the foundational concept for building out task structures. ServiceNow Template Creation for Auto-Populating Field Values in Record Creation

[Matt_T_Fischer]

Thank you so much for sharing this information.  It is very helpful. Have a great day