---
sourceDocument: Brazil Telecommunications, Media, and Technology
sourceDocumentLink: https://www.servicenow.com/docs/r/telecom-media-technology

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Telecommunications, Media, and Technology

ft:clusterId :

    - telmt

bundleId :

    - telmt

workflow :

    - Customer and Industry


---

# Generate template without image

# Generate a task plan template without an image {#ariaid-title1}

Release version: Brazil  
Updated September 22, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read  
If no fulfillment journey image is available for a specification, use the ServiceNow Otto for Sales CRM for Telecommunications AI agent to generate a task plan template from tasks used in similar past orders.

## Before you begin

A published product specification must exist and be mapped to a published product offering.

A customer order for the product offering must be approved. If no fulfillment flow or published task plan template exists for the specification and order action, an intermediate task is created for
the AI agent.

A user for the task plan template AI agent must exist and have the required roles. This user isn't provided with the application, so you create it.  
Role required:

* sn_task_plan.admin
* sn_prd_pm.product_catalog_admin
* admin or impersonator, to impersonate the AI agent user
{#generate-task-plan-template-without-image-somt__ul_gen_noimg_roles}

## About this task

When no template or flow is associated with a specification for a domain order, the system generates an intermediate task. Use that task to define a template for the specification and order action. You can also start the
workflow manually from the product specification record. The intermediate task has the short description Placeholder task to trigger the fulfillment AI agent.

Use this procedure when no fulfillment journey image is available for the specification; otherwise, see [Generate a task plan template from an image](https://www.servicenow.com/docs/2WjH_Pbman22JkdYPQdlzQ "Upload an image of the fulfillment journey so the ServiceNow Otto for Sales CRM for Telecommunications AI agent can convert it into a task plan template for a specification and order action.").

## Procedure

1. Open the intermediate task from the Order Tasks tab of the order line item.  
   Don't open the task with the short description Placeholder task to trigger the enrichment AI agent, which a different AI agent uses.
2. In the Assigned to field, select the AI agent user, and then select Update.  
   Assigning the task to that user starts the AI agent. Don't select Assign to me. To start the agent manually instead, navigate to AllProduct Catalog ManagementSpecificationsProduct Specifications, open the product specification record, and select Add Fulfillment Journey.
3. Impersonate the AI agent user.  
   Select your user avatar, and then select Impersonate user. In the Select a user field, search for and select the AI agent user, and then select Impersonate user.  
   The Service Operations Workspace home page opens.
4. In the ServiceNow Otto panel, open the conversation for the intermediate task.  
   The conversation title starts with the intermediate task number, followed by Design Telecom Order Fulfillment Template. The agent is already running for the product order.
5. When the agent displays a prompt for how to create the template, select Use historical data for task plan template creation.  
   This choice appears only when the agent starts automatically from the intermediate task. To upload an image instead, see [Generate a task plan template from an image](https://www.servicenow.com/docs/2WjH_Pbman22JkdYPQdlzQ "Upload an image of the fulfillment journey so the ServiceNow Otto for Sales CRM for Telecommunications AI agent can convert it into a task plan template for a specification and order action.").
6. If prompted, select the order action.  
   The agent prompts you to select the action only when you start the workflow from the specification record page. When the workflow starts automatically from an order journey's placeholder task, the agent instead determines the action from the order line item and doesn't prompt for it. The list includes Add, Change, Disconnect, Cancel, Suspend, and Resume.
7. Let the agent search historical order tasks for the closest matching specification and action.  
   The agent presents those tasks in a task plan template draft. Unlike a template generated from an image, a template generated this way doesn't include task dependencies.
8. Review the draft template in the Task Plan Template UI and [add the dependencies](https://www.servicenow.com/docs/access?context=add-dependencies-between-template-item&version=brazil&pubname=brazil-customer-service-management&ft:locale=en-US) between template items.  
   The agent fills in all required fields on the generated template and template items automatically, based on the matched tasks and specification.
9. Select Publish.  
   The template state changes to Published, and Publish no longer appears on the form.
{#generate-task-plan-template-without-image-somt__steps_hxl_4z2_skc}

## What to do next

Warning:  
Before you close the intermediate task, publish the generated template. If you try to close the task while the template is still in Draft state, the system displays a warning message: Please publish the Task Template that has been created to ensure successful fulfillment journey to be triggered. The warning doesn't prevent you from closing the task, but if you close it without publishing the template, the order isn't fulfilled.

When you close the intermediate task, the system applies the published template to the current order and generates its fulfillment tasks. The template also orchestrates any subsequent orders for the same specification and
action, so the agent no longer needs to be invoked for that combination.

To close the intermediate task, open it from the Order Tasks tab of the order line item and select Close. The system adds an order task for each
template item to the order line item.

For later orders with the same specification and order action, the system adds the template's order tasks directly and doesn't create an intermediate task for the AI agent. The system still creates
the placeholder task for the enrichment AI agent.

To stop applying the template to future orders, open the template and select Deactivate.

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