Change Templates Not Populating fields in Service Operations Workspace (SOW)

[Angel k]

Hello Community,  

I’m facing an issue in Service Operations Workspace (SOW) when creating a Change Request.  

- When I select a Change Template, the predefined fields and values are not automatically populated.  

- These templates work fine in the native UI, but in SOW the fields remain blank.  

- This happens across multiple templates, not just one.  

Question

Has anyone else experienced this issue with Change Templates in SOW?  

- Is there a known fix or workaround (e.g., updating SOW, adjusting mappings, or using client scripts)?  

Any guidance would be greatly appreciated.  

Thanks in advance!  

[Tanushree Maiti]

Hi @Angel k 

Check this servicenow Documentation : Create a change request in Service Operations Workspace 

1) Please try the same in incognito window or browser.

2) Field-level write ACLs on change_request table prevent the ability to edit fields on the "Propose a new standard Change Template" template

Refer: KB0636146 Template definition not displaying all fields when creating template on change request tab... 

3)If standard change template contains the same name, unable to populate field values in the change record form using these same standard change templates.

Refer: KB0855818 Standard change template fields are not pre-populated on the change record form 

4)ITIL users are not able to view any change fields that will be auto-populated using macro in "Propose a new standard change" template catalog item.

Refer: KB0812296 ITIL user not able to see the fields in Standard change template 

5)When you use a template, it’s applied as soon as you insert it. After it’s created, you can update the fields as needed.

refer: Field values are not updated when creating change from template 

[Angel k]

Thanks for the response.

To clarify, this issue is not related to Standard Change templates. We are using a custom Change Template field for Normal and Emergency changes.

• The custom change templates work as expected in the Native Change form UI.
• In Service Operations Workspace (SOW), the templates also work correctly when selected from the Templates section on the right-hand side panel, and the predefined field values are populated properly.
• However, when the same change template is selected from the custom Change Template field on the main change form in SOW, the predefined field values do not populate.

So the issue is specific to selecting the template via the custom field in the SOW form view, while the right-side panel selection and Native UI both work fine.

Could you please confirm whether this difference in behavior is expected in SOW, or if it can be configured to behave the same way as the Native Change form?
If configurable, what is the recommended approach (Workspace‑compatible client scripts, server‑side logic, or other supported configuration)?

[Tanushree Maiti]

Hi @Angel k 

Can you try the solution   as given in this community post:

https://www.servicenow.com/community/developer-forum/how-to-auto-populate-a-set-of-field-with-a-give...