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Creating Templates

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In this lesson, you will learn:

  • What a form template is and why it saves time
  • Two ways to create a template
  • The main fields on a template record

1 Stop typing the same thing

SNWR’s service desk gets the same “password reset” call many times a day. Each time, an agent types the same category, subcategory, and short description. That’s slow, and it’s easy to make typos. 😩

A template fills in those fields with one click.

Key term: Template

A saved set of field values that ServiceNow can fill into a form for you. Stored in the sys_template table.

Think of a pre-filled form at the doctor’s office, where your name and address are already printed. You only add what’s new. 📝

2 Way 1: save a form as a template

Creating a template from a form. An incident form is filled in with Category Inquiry / Help, Contact type Phone, Assignment group SNWR Service Desk, and Short description Password reset request. The context menu is open at Templates, Save as Template. The new template record shows the name Password reset, the table Incident, and the saved field values.
Figure 1. Fill in the form, then save it as a template.
  1. Open a new form, like Incident > Create New.
  2. Fill in only the fields you want the template to set.
  3. Open the context menu (☰) and choose Templates > Save as Template.
  4. Give it a clear name, like “Password reset”, and choose who can use it.
  5. Click Submit. ✅

💡 Good to know: Leave fields like Caller empty before saving. You want the template to fill in the common parts, not details that change every time.

3 Way 2: create it from the Templates list

  1. Click All and type templates. Open the Templates module under System Definition.
  2. Click New.
  3. Fill in the Name and Table.
  4. In the Template field, add each field and its value.
  5. Click Submit.
Field What it means
Name What people pick from the menu
Table Which form it works on
User / Groups / Global Who can use it (Lesson 17.2)
Template The fields and values to fill in
Active Turns it on or off

⭐ Remember: A template fills in fields. It doesn’t save the record by itself. You still click Submit.

4 Let’s try it: a password reset template

  1. Open Incident > Create New.
  2. Set Category to Inquiry / Help, Short description to “Password reset request”, and Assignment group to SNWR Service Desk.
  3. Choose ☰ > Templates > Save as Template. Name it SNWR Password reset. Submit.
  4. Leave the form without saving the incident.
  5. Find your template in the Templates list. Open it and look at the saved values.

5 Quick recap

  • A template fills in a form’s fields for you
  • Create one from a form: ☰ > Templates > Save as Template
  • Or create one in the Templates list
  • Save only the common fields, not details that change
  • Templates are stored in sys_template

6 Check yourself

Think of your answer first. Then tap to check.

1 What does a template do? Show answer

It fills in a form’s fields with saved values.

2 Should you save the Caller field in a password reset template? Show answer

No. The caller changes every time. Save only the common fields.

3 Does applying a template save the record? Show answer

No. It only fills in fields. You still click Submit or Update.

Nice work! You finished this lesson. 🎉

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