Incident -Template creation and manage

[MThomas1]

Hello,

which role is required to create a Template in Incidents? 

we don't want to give Admin role for a ITIL user just for this Template creation purpose, so are there any other role available for this purpose.?

Thank you,

[HarshR158979806 · Accepted solution]

Hi @MThomas1 

Please Refer this article:
Non-admin users can create Templates 

If my answer is helps you then please mark it as helpful
Thank you!!

[Me Being Mustaq · Accepted solution]

Hi @MThomas1 ,

 

The ability to create Incident Templates in ServiceNow is generally restricted to users with the admin role. However, ServiceNow does provide some flexibility if you want ITIL users to edit or use templates, but creation typically still requires admin-level access.

 

You will require "Admin" access to create those templates , just template_editor_global roles won't help.

template_editor_global roles can edit the templates already created but not create one.

 

• For most organizations, it's recommended to limit template creation to system administrators due to its potential impact on workflow and data integrity.

• ITIL users should use and apply existing templates rather than create new ones, unless your organization has a specific workflow or ACL customization in place.

In summary, creating new Incident Templates requires the admin role out-of-the-box, and template_editor_global only supports template editing. To enable template creation for ITIL users, consider ACL customization, but proceed with caution to avoid privilege escalation or Security issues.

 

Please refer to the below link:-

• https://www.servicenow.com/community/itsm-forum/which-role-is-required-to-create-templates-in-incide...

• https://www.servicenow.com/docs/bundle/zurich-it-service-management/page/product/incident-management...

• https://www.servicenow.com/docs/bundle/zurich-it-service-management/page/product/incident-management...

If it is helpful, please hit the thumbs button and accept the correct solution by referring to this solution in the future it will be helpful to them.

 

 

Thanks & Regards,

Mohammed Mustaq Shaik

 

 

[Bhavya11 · Accepted solution]

Hi,

By default (OOB), no specific role has access to the Templates (sys_template) table, except for elevated roles like admin . This restriction is intentional, as the table is shared across multiple application scopes such as HRSD and Change Management (Standard Changes). Allowing broader access could create security risks, so permissions are limited to elevated roles by design.

If needed, you can create a custom role and configure ACLs to provide the required access (create, read, write, delete) on the sys_template table. However, this is not recommended, since it would be a customization and may add unnecessary technical debt to the platform.

Thanks,

BK

[MThomas1]

Thank you all for your inputs/shared information/guidance. I appreciate your support.