Using Templates in Service OperationWorkspace(Incidents)

1. What is a Template?

Think of a template like a shortcut. Instead of typing the same details again and again when creating an incident, you can use a template that already has those details filled in.

For example: If users often call for a password reset, a template can automatically fill in:

• Category → Access
• Subcategory → Password
• Assignment group → Service Desk
• Short description → “User needs password reset”
  So you don’t waste time typing the same thing over and over.

2. Why are Templates Helpful?

• They save time by reducing manual typing.
• They keep incidents consistent (everyone logs them the same way).
• They help avoid mistakes when filling forms

3. How to Use Templates in Service Operations Workspace

Step 1 – Create a Template

1. Go to Templates in ServiceNow.
2. Click New and choose Incident as the table.
3. Give it a name (like “Password Reset”).
4. Choose which fields should be prefilled (Category, Assignment group, Priority, etc.).
5. Save it.

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Step 2 – Apply a Template

1. Open Service Operations Workspace.
2. Start a new Incident (or open one that’s in progress).
3. On the form, look for the Template button (⚡).
4. Pick the template you want.
5. The form will automatically fill with the saved values.
6. Make any changes if needed, then save.