Response Templates API

  • Release version: Australia
  • Updated March 12, 2026
  • 4 minutes to read

    • The Response Templates API provides endpoints to handle records in the Response Templates [sn_templated_snip_note_template] table.

    This script include requires the Templated Responses plugin (com.sn_templated_snip), which is activated by default, and runs within the sn_templated_snip namespace.

    For additional information on response templates, see Response templates.

    Response Templates - POST /response_templates/get_templates

    Returns records from the Response Templates [sn_templated_snip_note_template] table.

    URL format

    Default URL: /api/sn_templated_snip/response_templates/get_templates

    Supported request parameters

    Table 1. Path parameters
    Name Description
    None
    Table 2. Query parameters
    Name Description
    None
    Table 3. Request body parameters (XML or JSON)
    Name Description
    errorFormat HTML formatting to use for errors.

    Data type: String

    Default: "<span style='color:#ff0000'>${%s}</span>"
    includeEvaluatedBody Flag that indicates whether to render the template variables.

    Valid values:

    • false: Do not render the template variables. The response contains the message variables.
      For example: 
      Please note that your case ${number} has been escalated to ${assignment_group}.
    • true: Renders the template variables and returns evaluated_response in the return results.
      For example: 
      Please note that your case INC100001 has been escalated to Facilities.

    Data type: Boolean

    Default: false
    limit Maximum number of response templates to return.

    Data type: Number

    Default: 50
    offset For pagination, the index at which to start the search.

    Data type: Number

    Default: 0
    opts Parameters to pass to the sn_templated_snip.response_template extension point. The format and content of these parameters are dependent on the implementation of the extension point. For additional information on extension points, see Using extension points to extend application functionality.

    Data type: Object
    recordId Required. Sys_id of the record to use to render the variables in the response template.

    Data type: String
    searchTerm Text to use to filter the list of matching response templates.

    The endpoint performs a CONTAINS search of this text on the name and body fields and a STARTS WITH search on the short name field. For example, if the search term is "crash", the endpoint returns any response template that matches the query criteria and has crash in the name or body or the short name starts with crash.

    Response templates with exact matches on short name appear first in the return results. All other returned response templates are sorted by name.

    Data type: String

    Default: Return all matching response templates.
    tableName Required. Name of the table to use to search the Response Templates table to locate corresponding response templates. For example, "incident" or "sn_hr_core_case".

    Data type: String

    Headers

    The following request and response headers apply to this HTTP action only, or apply to this action in a distinct way. For a list of general headers used in the REST API, see Supported REST API headers.

    Table 4. Request headers
    Header Description
    Accept Data format of the response body. Only supports application/json.
    Content-Type Data format of the request body. Only supports application/json.
    Table 5. Response headers
    Header Description
    None

    Status codes

    The following status codes apply to this HTTP action. For a list of possible status codes used in the REST API, see REST API HTTP response codes.

    Table 6. Status codes
    Status code Description
    200 Successful. The request was successfully processed.
    401 Unauthorized. The user credentials are incorrect or have not been passed.
    500 Internal server error. An unexpected error occurred while processing the request. The response contains additional information about the error.

    Response body parameters (JSON or XML)

    Name Description
    result

    Array of objects that list all of the templates that match the specified search criteria.

    Data type: Array

    "result": [
  {Object}
]
    result.<object>

    Response templates with exact matches on short name appear first in the return results. All other returned response templates are sorted by name.

    Data type: Object

    {
  "evaluated_response": [Array],
  "name": "String",
  "short_name": "String",
  "short_name_match": Boolean,
  "sys_id": "String",
  "template_body": "String"
}
    result.<object>.evaluated_response

    Array that lists the results of the template evaluation.

    Data type: Array

    "elevated_response":[
  "error": [Array],
  "evaluated_body": "String",
  "success": Boolean
]
    result.<object>.evaluated_response.error

    List of entries for each evaluation error that occurred.

    Data type: Array

    "error":[
  "inAccessibleVariables": "String",
  "message": "String",
  "unEvaluatedVariables": "String"
]
    result.<object>.evaluated_response.error.inAccessibleVariables Variables in the response template body that could not be resolved.

    Data type: String
    result.<object>.evaluated_response.error.message Error message.

    Data type: String
    result.<object>.evaluated_response.error.unEvaluatedVariables Variables in the response template body that were not evaluated.

    Data type: String
    result.<object>.evaluated_response.evaluated_body Evaluated response template body in HTML.

    Data type: String
    result.<object>.evaluated_response.success

    Flag that indicates whether all of the variables rendered properly.

    Possible values:
    • true: All variables rendered properly.
    • false: Variables did not render properly.

    Data type: Boolean
    result.<object>.name Name of the response template.

    Data type: String
    result.<object>.short_name Short name of the response template.

    Data type: String
    result.<object>.short_name_match

    Flag that indicates whether an exact match occurred on the short name of the response template.

    Possible values:
    • true: Search term is an exact match.
    • false: Search term is not an exact match.

    Data type: Boolean
    result.<object>.sys_id Sys_id of the response template.

    Data type: String
    result.<object>.template_body Response template body in HTML.

    Data type: String

    Sample cURL request

    curl "https://instance.service-now.com/api/sn_templated_snip/response_templates/get_templates" \
--request POST \
--header "Accept:application/json" \
--header "Content-Type:application/json" \
--data "{
  \"tableName\": \"sn_hr_core_case_total_rewards\",
  \"recordId\": \"2c9e43320b30220097432da0d5673a9c\"
}" \
--user "username":"password"
    {
   "result": [
      {
         "sys_id": "2552c4ec0b03320036e62c7885673a5a",
         "name": "Escalation Notes - Total Rewards",
         "short_name": "Escalation Notes - Total Rewards",
         "template_body": "<p>Dear ${subject_person},<\/p>\n<p>Please note that your case ${number} has been escalated to ${assignment_group}. An agent will be assigned on your case and will keep you updated. If you have more questions please reach out to our team.<\/p>\n<p>Regards,<\/p>\n<p>${sys_updated_by}<\/p>"
      },
      {
         "sys_id": "698388ec0b03320036e62c7885673ab5",
         "name": "Resolution Notes - Phone Inquiry",
         "short_name": "Resolution Notes - Phone Inquiry",
         "template_body": "<p>Thank you ${subject_person} for reaching out to the Global HR Services Team for your inquiry. As discussed over the phone, we have resolved your case ${number}.<\/p>\n<p>We are happy to help if you have more questions for our team. Please reach out and mention the case number ${number} on the call.<\/p>\n<p>Regards,<\/p>\n<p>${assigned_to}<\/p>"
      }
   ]
}