Overview

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ServiceNow offers agents the ability to create templates for themselves or their team.

 

How to Create a Template

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1. Templates are accessed via the Template Bar. You can show / hide the Template Bar by clicking on the ellipsis in the top right of the ServiceNow case screen.
   
   
   
   
2. Pressing the + in the bottom right of the template bar. Name your template and give it a Short Description. The Name is what shows up in your Template Bar.
   
   
   
   
3. When you first create the new template, it will add many fields that you may not need. Pressing the 'x' to the right of each field will remove them from your template. Most templates use at least one of these fields:
   
   
   • Assignment Group (if you want to re-reroute the ticket)
   • Additional Comments (if you want to respond to the customer)
   • Assigned To (if you want to assign it to an individual)
   • Work Notes (to re-assign it with an internal note)
   • Service / Service Offering (if they aren't filled correctly)
     
     
4. If you wish to share your template with members of your group, fill out the 'Group' in the top right.
   
   
5. Once you are done filling out the template, click the 'Submit' button and it will show up in your template bar!

Pro Tip

you can make an HTML link a Hyperlink by using:

[code]<a href="yourlink.here.com" target="_blank">words you want hyperlinked</a>[/code]