Create a work order template

Field Service Management uses the work order template as a source of information for populating fields in a work order.

Before you begin

Role required: wm_admin or model_manager

About this task

Some of the predefined fields specific to the Work Order Templates table (cmdb_workorder_product_model) have been removed from the template form. This change enables the template form to be used with other tables, such as the table selected in the Task Type field. Add fields to the template form as needed, such as the Assignment group field, as part of template creation process.

Procedure

  1. Navigate to one of the following:
    • Product Catalog > Templates > Work Order Templates
    • Field Service > Catalog & Knowledge > Work Order Templates
  2. Click New.
    Figure 1. Work Order Template form
    Work order template form
  3. Fill out the fields on the Work Order Template form, as appropriate.
    For fields in the Task Information section of the form, you can click Copy Task Template and add the information from a task template if desired.
    Table 1. Work Order Template form fields
    Field Description
    Request information
    Name [Required] Unique and descriptive name for this template.
    Short description [Required] Content that is copied into the Short description field of a work order when this work order template is used. The exception to this is a work order created from an incident, problem, or change request, which always uses the short description of the source task, even when a template is applied.
    Description More in-depth description of the purpose of the template.
    Checklist template Select a checklist template to add a checklist to the work orders created from this work order template.
    Workflow The workflow for work orders created from this template.
    Qualification group The qualification group for work orders created from this template.
    Task information
    Task type The type of task to create. The default is Work Order Task.
    Name Unique and descriptive name for this task. As you start to type the description of the task, fields for your next task appear.
    Description A description of this task.
    Parts and quantities Parts requirements and quantities, as needed. If you selected Part requirements are not needed by agents on the Field Service Configuration screen, the Parts and quantities fields are not displayed.
    Dispatch group The dispatch group used to select the individuals who will fulfill the task. By default, ServiceNow filters the list of available dispatch groups by their proximity to the work order task location. When the work.management.limit.location property is set to false, the system displays all dispatch groups for selection, without any consideration of location. If only one dispatch group is available for a work order task in any location, ServiceNow automatically enters that group in this field. If the Field Service will not use the dispatch queue option is selected in the Field Service Configuration screen, this field is not displayed.
    Depends on Identifies the task of tasks that must be completed before this task can be performed. You cannot make an entry in the first task until you have created subsequent tasks.
    Checklist template Select a checklist template to add a checklist to the tasks created from this work order template.
  4. If desired, add a field to the Request Information section of the template:
    1. Click Edit fields and select the field from the choice list.
    2. Add a value to the field.
    3. Click the gear icon next to the field and enable the Show option if you want this field to be displayed when this template is selected from the Field Service Catalog. If desired, enable the Mandatory option to make this a mandatory field.
  5. If desired, add one or more fields to the Task Information section of the template from the table selected in the Task type field.
    1. Click Edit fields and select the field from the choice list.
    2. Add a value to the field.
  6. As you work with tasks, you can click the min and max buttons to expand and collapse task information. If needed, you can also change the order of tasks using drag-and-drop.
  7. If you set the Templates will not create a dedicated catalog item option on the Field Service Configuration screen, the template screen includes a Publish button. You can click this button if you want to manually publish a template as an item in the catalog. If the option is set to Templates will create a dedicated catalog item, the Publish button will not be displayed and the template will be automatically added to the catalog.
  8. When you have completed your entries, click Submit.