💡 Solved! Applying Templates (using sys_id) to Any Record Using Flow Designer Custom Actions

[Amar Kutlaria]

I recently ran into a wall trying to automate a standard process: applying a pre-defined ServiceNow Template to a record inside a Flow Designer flow. While Flow Designer is powerful, there's no native "Apply Template" action.

I spent time searching, but the information was scattered. After some experimentation, I figured out the cleanest, most reusable solution: a Custom Action with a Script Step.

I'm sharing this step-by-step guide to save you the headache I went through. Let’s make this common automation challenge a thing of the past!

🛠️ Step 1: Building the Reusable Custom Action

We need to create a function that takes three inputs—the record, the table, and the template name—and applies the template.

• Navigate to Flow Designer and select New > Action.

• Set the properties:

  • Action Name: Apply Template to Record

  • Description: Applies a specified sys_template to a target GlideRecord using a Script Step.

• Click Inputs and define the following variables. These are the pieces of data your flow will provide to the action:

• Input Name	Data Type	Required	Description
  Target Record	Record/String	Yes	The record object (e.g., from a trigger) we want to update.
  Table Name	String	Yes	The table the record belongs to (e.g., incident).
  Template ID	String	Yes	The exact sys_id of the sys_template to use.

Step 2: The Core Logic – Scripting the applyTemplate() Method

The true power comes from server-side JavaScript using the GlideRecord API. We'll use the applyTemplate() method, which is specifically designed for this task.

1. Click the + button under Action Steps and select Script.

2. In the Input Variables section of the Script Step, map your Action Inputs so the script can access them:

Script Input Name	Map to Action Input
record_sysid	Target Record -> Sys ID
table_name	Table Name
template_id	Template ID

(function execute(inputs, outputs) {
   gs.info('Apply Template Action: Starting script for record ' + inputs.record_sysid + ' on table ' + inputs.table_name);

// 1. Query the target table and find the specific record
     var targetGR = new GlideRecord(inputs.table_name);
     if (!targetGR.get(inputs.record_sysid)) {
    gs.error('Apply Template Action Failed: Target record ' + inputs.record_sysid + ' not found on table ' + i        nputs.table_name);
    return; // Exit the script if the record isn't found
    }

// 2. Get the template object using GlideTemplate utility class

   var templateObj = GlideTemplate.get(inputs.template_id));

   if (templateObj) {
    gs.info('Apply Template Action: Template object retrieved successfully. Applying values...');
   // 3. Apply the template to the retrieved GlideRecord object
    templateObj.apply(targetGR);
  // 4. IMPORTANT STEP: Update the target record for the template changes to execute and be saved
   targetGR.update();
   gs.info('Apply Template Action Success: Template "' + inputs.template_id + '" applied and record updated for ' + inputs.record_sysid);
                                 } else {
            gs.error('Apply Template Action Failed: GlideTemplate.get(' + templateID + ') returned null.');
                                             }  

})(inputs, outputs);

🔑 Why this Works (The Logic):

• Template Retrieval: We use the specialized GlideTemplate.get(sys_id) method, to load the template object directly from the database using the unique ID provided by the flow.

• Template Application: The templateObj.apply(targetGR) method executes the template's logic, populating fields onto the targetGR object in memory.

• Committing Changes: The targetGR.update() call is absolutely mandatory to save the changes to the database.

• Logging: The gs.info() and gs.error() statements provide information for monitoring and troubleshooting in the System Logs.

 3. Save and Publish your Custom Action.

🏃 Step 3: Using the Action in a Flow

Now, whenever you need to apply a template in a flow, you can use this single, clean action!

Example: Auto-Populating Fields for a Specific Catalog Item

1. Create a Flow triggered by Service Catalog (or a simple Record Created trigger on sc_req_item).

2. Add an Action step and search for your newly published action: Apply Template to Record.

3. Map the inputs using the data pills from your trigger:

   • Target Record: Drag the Requested Item Record data pill.

   • Table Name: Type the static string: sc_req_item

   • Template ID: Type the static string for your template (e.g., sys_id).

The flow will now automatically find that template, apply the fields (like Priority or Assignment Group), and save the record—all without complicated lookups or scripting inside the flow itself!

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🤝 Working Together for Better Solutions

This method offers ultimate flexibility and code reuse. I hope this helps anyone else who was stuck on this! Feel free to drop a comment if you find other great ways to use this action!