---
sourceDocument: Brazil Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/customer-service-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Task Plan Templates

# Task Plan Templates {#ariaid-title1}

Release version: Brazil  
Updated September 4, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 7 minutes to read
Summarize  
![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of Task Plan Templates

Task plan templates in ServiceNow enable customers to define repeatable tasks and records for specific business processes.
When applied, these templates automatically generate the associated tasks and records, streamlining process execution.
Templates group multiple template items---such as tasks, child cases, and attachments---and include conditions that determine when and how these items are created.
This capability supports consistent, efficient management of routine workflows like customer onboarding, case management, or work order processing.
Show full answer Show less  

## Key Features

* **Template Items:** Define tasks, records, or child tasks linked to specific tables (e.g., Task \[sncustomerservicetask\]) with conditions controlling their creation.
* **Hierarchy \& Dependencies:** Create parent-child relationships among tasks and records to reflect process structure and dependencies.
* **Conditions:** Apply logical rules to determine the applicability of templates and their individual items.
* **Attachments:** Include relevant documents with tasks generated from the template.
* **Creation Methods:** Build templates manually or upload process documents/diagrams for AI-assisted extraction of tasks and dependencies.
* **Editing and Cloning:** Modify templates and template items in draft state and clone templates or items for reuse and versioning.
* **Application:** Apply templates manually or automatically to new or existing cases, with support for multi-organization tracking and preservation of task dependencies and document references.
* **Plugin Activation:** The Task Plan Templates plugin (com.sntaskplantemplates) must be activated by system administrators and is available via the ServiceNow Store.
* **Contextual Guidance:** The Get Started tab in CRM Workspace provides users with contextual help about templates, items, and conditions.

## Key Outcomes

* Automated creation of structured, repeatable tasks reduces manual effort and error in business process execution.
* Consistent handling of cases and work orders ensures compliance with business rules and conditions.
* Improved process visibility and control by defining task hierarchies and dependencies.
* Flexibility to adapt task plans through easy editing, cloning, and AI-assisted generation from existing documentation.
* Better management of multi-organization processes by tracking template executions and preserving task relationships across organizational boundaries.  
Use a task plan template to define the repeatable tasks and records that need to be created for a business process. When the template is applied, these tasks and records are automatically created.
Figure 1. Template items list for a task plan template

A [task plan template](https://www.servicenow.com/docs/uZoyjDScVXnPRmT2B8Anfw "Create a task plan template that includes template items, such as tasks, that are automatically created when the task plan template is applied.") is a group of tasks and records, called template items, that are automatically created when the template is applied. A task plan template also includes conditions
that determine when the template is applicable.

A [template item](https://www.servicenow.com/docs/xfjWv6WiRoGN78b1RgRCsQ "Create one or more template items, such as a task or record, for a task plan template. When the task plan template is applied, these records are automatically created.") can be a task, a record, or a child task. When you create a template item, you identify the type of item to be created by selecting the table where that item is to
be created. For example, to create a case task, select the Task \[sn_customerservice_task\] table. For each template item, you can create [conditions](https://www.servicenow.com/docs/Lp0pOtXqfAmpalBt11~4NQ "Create conditions for a template item after the template item has been created. These conditions determine when a template item is created when the task plan template is applied.") that determine when the template item is created.

A [task plan template
configuration](https://www.servicenow.com/docs/Na7ZoIShuO~tElL_0OCNLg "Admins can create configurations for task plan templates that pre-fill information in task plan template fields.") defines pre-set fields to streamline the process of creating
task plan templates.

You can also create a hierarchy of the tasks and records to be created when the task plan template is applied by creating [child template items](https://www.servicenow.com/docs/5s9ewyVvq~DySZsEABVrug "Create one or more child template items, such as a task or record, for an existing template item to create a task hierarchy.") for a template item. For example, you can create a template item that is a case record and then create child template items that are case tasks for
that case record.

## Defining a process with a task plan template {#task-plan-templates__section_pky_tn3_cgc}

Business users can define how a business process should be handled by using a task plan template. When creating a task plan template, the business owner can create the following:

* The task plan template and the conditions for when the template applies.
* The template items to be generated. This can include tasks, child cases, child case tasks, and other records such as work order tasks. Template items can also include attachments. These attachments are available on the tasks created from the template items.
* The task order.
* Conditions that specify when tasks need to be created.
{#task-plan-templates__ul_org_h2x_qfc}

## Benefits of task plan templates {#task-plan-templates__section_imk_rjx_qfc}

Task plan templates enable you to define the repeatable tasks that are routinely performed for specific business processes. When you apply the template, either to an existing case or to a new case, the system automatically
creates the tasks defined in the template.  
For example, a bank can use a task plan template to onboard new customers. An onboarding task plan template can include tasks similar to the following:

* Gather customer information
* Scan customer documents
* Check customer credit score
* Send welcome packet
{#task-plan-templates__ul_tqs_3sl_rfc}

## Task Plan Templates plugin {#task-plan-templates__section_ol5_slx_qfc}

Users with the system administrator role can activate the Task Plan Templates (com.sn_task_plan_templates) plugin. The Task Plan Templates application is available from the ServiceNow Store.  
The Task Plan Templates application adds the Task Plan Templates module to the application navigator and includes tables and roles. For more information, see the following topics:

* [Task Plan Templates tables](https://www.servicenow.com/docs/JMRr4gyQLch18rZ5Z~t4eQ "The Task Plan Templates application includes tables that store task plan template, template item, and template item condition records.")
* [Task Plan Templates roles](https://www.servicenow.com/docs/CHCKhl9C16dBYS6Glc32hw "Roles included with the Task Plan Templates application enable users to view, create, and edit task plan templates, template items, and template item conditions. Users can use these defined templates to automatically create tasks, child cases, and child case tasks for different types of cases.")
{#task-plan-templates__ul_xj4_4cw_sfc}

## Request apps on the Store {#task-plan-templates__id_mql_xrt_cwb}

Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the [ServiceNow Store version history release notes](https://www.servicenow.com/docs/r/store-release-notes/sn-store-release-notes.html).{#task-plan-templates__inline-send-to-store}

## Creating task plan templates {#task-plan-templates__section_ftc_dkx_qfc}

Business process owners can create a task plan template in either of the following ways:

* **Manually**: Add the template, template items, conditions, and dependencies field by field. Follow the steps in this section.
* **From an uploaded document** : Upload a process document or diagram and let the AI agentic workflow extract the tasks and dependencies to generate a draft template. For more information, see [Create a task plan template from a document](https://www.servicenow.com/docs/gNUL_aFuGglgA6x3ZjNOGA "Create a draft task plan template by uploading a process document or diagram. An Agentic workflow extracts the tasks and dependencies and generates the template for you to review.").
{#task-plan-templates__ul_ai_manual_creation}  
{#task-plan-templates__table_p2k_vsl_rfc__entry__2}

| Step | Explanation |
|-|-|
| [Create a task plan template](https://www.servicenow.com/docs/uZoyjDScVXnPRmT2B8Anfw "Create a task plan template that includes template items, such as tasks, that are automatically created when the task plan template is applied."). | Create the template and set the conditions as to when the template applies. * The template functions as a container or group of template items. * The template identifies a plan to apply the associated template items. {#task-plan-templates__ul_uzm_clx_qfc} |
| [Create one or more template items](https://www.servicenow.com/docs/xfjWv6WiRoGN78b1RgRCsQ "Create one or more template items, such as a task or record, for a task plan template. When the task plan template is applied, these records are automatically created."). | Create the template items to include in the task plan template. These items can be tasks, child cases, or child case tasks. * Template items are the tasks or records that are to be created when the template is applied. * Template items can be used to define a hierarchy of parent and child entities of any task type. {#task-plan-templates__ul_hxg_hlx_qfc} |
| [Create conditions for template items](https://www.servicenow.com/docs/Lp0pOtXqfAmpalBt11~4NQ "Create conditions for a template item after the template item has been created. These conditions determine when a template item is created when the task plan template is applied."). | Set conditions as needed for each of the template items that identifies when a template item should be created. |
| Publish the task plan template. | While in the Draft state, you can make changes to the template, template items, and template item conditions. Publish the task plan template to apply it to cases and case types. To publish a task plan template, select Publish on the Task Plan Template form. |
[Table 1. Steps for creating a task plan template]

{#task-plan-templates__table_p2k_vsl_rfc}

## Editing task plan templates {#task-plan-templates__section_zxl_vzp_sfc}

Once you create a task plan template, you can edit the template, the template items, and the template item conditions.
{#task-plan-templates__table_l2c_zzp_sfc__entry__2}

| Step | Explanation |
|-|-|
| [Clone a task plan template](https://www.servicenow.com/docs/AE9MteyevXmNOKSyQZe1Fg "Clone an existing task plan template to create a new template that includes the items, conditions, and hierarchy of the original template."). | Clone a task plan template that is in either the Draft or Published state. Select the task plan template number from a task plan template list. Then select Clone. The system clones the task plan template, gives it a unique record number, and opens the cloned template in a new tab. The cloned template is also added to the task plan template list. |
| [Clone a template item](https://www.servicenow.com/docs/JhvA99nY8PhR2O9vcEZWuw "Clone an existing template item to add to a task plan template."). | Clone a template item for a task plan template that is in the Draft state. Select a task plan template, select a template item in the Template Items tab, and then select Clone on the Template Item form. The system creates a copy of the selected template item, gives it a unique record number, and displays the Template Item form. |
| Edit a task plan template. | Edit a task plan template that is in the Draft state. * Select the task plan template number from a task plan template list to open the record in a tab. * Select the pencil icon next to the task plan template number to edit the form in a panel. {#task-plan-templates__ul_o2c_zzp_sfc}Make the necessary changes and then select Save or Update. |
| Edit a template item. | Edit a template item for a task plan template that is in the Draft state. * Select the template item number from the Template Items list to open the record in a tab. * Select the pencil icon next to the template item number and edit the form in a panel. {#task-plan-templates__ul_p2c_zzp_sfc}Make the necessary changes and then select Save or Update. |
[Table 2. Steps for editing a task plan template]

{#task-plan-templates__table_l2c_zzp_sfc}

## Applying task plan templates {#task-plan-templates__section_l2q_5kx_qfc}

You can apply task plan templates to existing cases or to new cases. When a case is created based on a task plan template, the template items are automatically created as defined in the template.

Task plan templates can be applied manually or automatically to an existing entity.

Before generating records for multiple business organizations, populate the tracking fields on each template item, or on the template item configuration that the template item references. These fields
record the template item, the template execution, and the business organization for each generated record. For more information, see [Template item form](https://www.servicenow.com/docs/pAAIasyVJtmbs14710md~A "The Template item form displays details about a template item for a task plan template.").

When records are generated for multiple business organizations, task dependencies and document references defined on the template items carry through to the generated records. Dependencies are paired
within each business organization, and each generated record keeps the document references of its source template item. For more information, see [Task Dependencies for Task Plan Templates](https://www.servicenow.com/docs/~BM4sEcGAskwP~IR3rMZoQ "Task dependencies define the execution order between tasks, case, and case tasks in a Task Plan Template.") and [Document References in Task Plan Templates](https://www.servicenow.com/docs/PW4K0KK_Lvt1ZscJNenAVA "Document references in task plan templates allow documents to be associated with tasks or cases and made available to task owners. This capability supports adding, viewing, and managing documents within template items, ensuring task owners have access to the required files when working on assigned tasks or cases.").

## Get Started tab in the contextual side panel {#task-plan-templates__section_ptp_1nn_kfc}

The Get Started tab in the contextual side panel in CRM Workspace displays information about task plan templates, template items, and template item conditions.  
This tab is available for the following tables:

* [Task Plan Template](https://www.servicenow.com/docs/gg_vZdfMIjp2Lk8CkXxpbg "The Task Plan Template form displays details about a task plan template record.") \[sn_task_plan_template\]
* [Template Item](https://www.servicenow.com/docs/pAAIasyVJtmbs14710md~A "The Template item form displays details about a template item for a task plan template.") \[sn_task_plan_template_item\]
* [Template Item Condition](https://www.servicenow.com/docs/C8O7RMN24SWaUKDDEgppOA "The Template item condition form displays displays the conditions that apply to a that template item.") \[sn_task_plan_template_item_condition\]
{#task-plan-templates__ul_hpv_jnn_kfc}  
{#task-plan-templates__table_dly_ysr_qfc__entry__3}

| Content | Description | Example |
|-|-|-|
| Task plan template | A reusable framework that you can use to define and generate a sequence of tasks. Use a task plan template to define tasks and the conditions under which those tasks need to be created. | A bank that is onboarding a new client can use a task plan template to define tasks such as identity verification, AML checks, document collection, and account setup. Those tasks can then be automatically created for onboarding cases. |
| Template item | A task or a record, such as a case or child case, that is created for a task plan template. Each template item represents a specific task that needs to created when a task plan template is applied. A template item can include conditions and predefined data that is used during task creation. | An onboarding task plan template can include template items such as the following: * Perform anti-money laundering (AML) task * Send welcome packet {#task-plan-templates__ul_qdt_vtr_qfc} |
| Template item conditions | Conditions that determine if a task should be created when the task plan template is executed. The conditions run against the template item's table. If all conditions return as true, then the task gets created. | A template item to "Send welcome packet" can include a condition such as "If applicant address is not empty." Based on this condition, if the applicant has provided an address, a 'Send welcome packet" task would be created. |
[Table 3. Information in the Get Started tab]

{#task-plan-templates__table_dly_ysr_qfc}