Creat template from Incident with state closed

[Sheh]

Hi,

When I create a template from an incident not closed, all fields are prepopulated. But when I create a template from a closed incident, the fields aren't prepopulated. 

Can you help.

Thank you.

[AJ-TechTrek]

Hi @Sheh 

Refer the below document, Might be helpful.

https://docs.servicenow.com/bundle/vancouver-it-service-management/page/product/incident-management/...

https://www.servicenow.com/community/in-other-news/automate-the-creation-and-closure-of-an-incident-...

Please appreciate the efforts of community contributors by marking appropriate response as Correct my Answer Helpful or Accept Solution this may help other community users to follow correct solution in future.

Thanks

AJ

[Ehab Pilloor · Accepted solution]

Hi @Sheh,

When creating a template from an incident in ServiceNow, the prepopulation of fields is dependent on the incident's closure status. The behavior you're observing is expected. When creating a template from an incident that is not closed, all fields are prepopulated to capture the current state and details of the open incident. This includes information such as assignment groups, priority, and other relevant data.

On the other hand, if you create a template from a closed incident, the fields may not be prepopulated because the incident has moved to a closed state, and certain details, like assignment and priority, might not be applicable or relevant for a closed incident. The template creation process typically captures the state of the incident at the time of template creation, and closed incidents might not carry the same information as open ones.

If you need to include specific closed incident details in your templates, you may consider customizing the template creation process or exploring scripting options to ensure the relevant fields are populated based on your specific requirements.

If you found this reply helpful, please mark it as solution/helpful.

Thanks and Regards,

Ehab Pilloor

[Sheh]

Hi, 

Can you please show me where we can customize .

If possible with print screen.

Thank you