Product documentation Docs
    • English
    • Deutsch
    • 日本語
    • 한국어
    • Français
  • More Sites
    • Now Community
    • Developer Site
    • Knowledge Base
    • Product Information
    • ServiceNow.com
    • Training
    • Customer Success Center
    • ServiceNow Support Videos
  • Log in

Product documentation

  • Home
How search works:
  • Punctuation and capital letters are ignored
  • Special characters like underscores (_) are removed
  • Known synonyms are applied
  • The most relevant topics (based on weighting and matching to search terms) are listed first in search results
Topics are ranked in search results by how closely they match your search terms
  • A match on the entire phrase you typed
  • A match on part of the phrase you typed
  • A match on ALL of the terms in the phrase you typed
  • A match on ANY of the terms in the phrase you typed

Note: Matches in titles are always highly ranked.

  • Release version
    Table of Contents
    • IT Service Management
Table of Contents
Choose your release version
    Home New York IT Service Management IT Service Management Incident Management Configuring Incident Incident templates and record producers

    Incident templates and record producers

    • Save as PDF Selected topic Topic & subtopics All topics in contents
    • Unsubscribe Log in to subscribe to topics and get notified when content changes.
    • Share this page

    Incident templates and record producers

    Templates simplify the process of submitting new records by populating fields automatically. A template ensures consistency in the way information about the incident is captured. A record producer is a specific type of catalog item that allows end users to create task-based records, such as incident records, from the service catalog.

    You can use incident templates to quickly create incidents for similar issues.
    • An administrator or user with the template_editor_global role can create templates that are available to everyone.
    • An administrator can enable the global option for any personal template that a user creates so that all other users can access the template.
    • A user with the itil role can create their own templates for incidents they log frequently.

    ESS users typically log incidents using a record producer in the service catalog. A template can be used to create an incident record producer. The template automatically populates fields in the incident form.

    For example, an incident record producer can be created to request account access to a network server. The user who submits the incident enters variable values, such as the server name, level of access needed, and due date. The incident template assigned to the record producer populates the incident Category, Subcategory, and Assignment Group. These fields and values applied from the template do not appear in the record producer form.

    • Create incident template

      Create an incident template to ensure consistency in the way information about the incident request is captured. A template also helps you to create incident easily and accurately.

    • Create a module that uses incident template

      Create a module to log an incident with pre-filled field values from an existing template.

    • Create a record producer to log incidents

      Create record producers to log incidents directly from Service Catalog.

    • Create a record producer using a template

      If a predefined incident template exists, it can be used with the record producer to fill in standard information for the incident.

    Tags:

    Feedback
    On this page

    Previous topic

    Next topic

    • Contact Us
    • Careers
    • Terms of Use
    • Privacy Statement
    • Sitemap
    • © ServiceNow. All rights reserved.

    Release version
    Choose your release version

      Incident templates and record producers

      • Save as PDF Selected topic Topic & subtopics All topics in contents
      • Unsubscribe Log in to subscribe to topics and get notified when content changes.
      • Share this page

      Incident templates and record producers

      Templates simplify the process of submitting new records by populating fields automatically. A template ensures consistency in the way information about the incident is captured. A record producer is a specific type of catalog item that allows end users to create task-based records, such as incident records, from the service catalog.

      You can use incident templates to quickly create incidents for similar issues.
      • An administrator or user with the template_editor_global role can create templates that are available to everyone.
      • An administrator can enable the global option for any personal template that a user creates so that all other users can access the template.
      • A user with the itil role can create their own templates for incidents they log frequently.

      ESS users typically log incidents using a record producer in the service catalog. A template can be used to create an incident record producer. The template automatically populates fields in the incident form.

      For example, an incident record producer can be created to request account access to a network server. The user who submits the incident enters variable values, such as the server name, level of access needed, and due date. The incident template assigned to the record producer populates the incident Category, Subcategory, and Assignment Group. These fields and values applied from the template do not appear in the record producer form.

      • Create incident template

        Create an incident template to ensure consistency in the way information about the incident request is captured. A template also helps you to create incident easily and accurately.

      • Create a module that uses incident template

        Create a module to log an incident with pre-filled field values from an existing template.

      • Create a record producer to log incidents

        Create record producers to log incidents directly from Service Catalog.

      • Create a record producer using a template

        If a predefined incident template exists, it can be used with the record producer to fill in standard information for the incident.

      Tags:

      Feedback

          Share this page

          Got it! Feel free to add a comment
          To share your product suggestions, visit the Idea Portal.
          Please let us know how to improve this content

          Check any that apply

          To share your product suggestions, visit the Idea Portal.
          Confirm

          We were unable to find "Coaching" in Jakarta. Would you like to search instead?

          No Yes
          • Contact Us
          • Careers
          • Terms of Use
          • Privacy Statement
          • Sitemap
          • © ServiceNow. All rights reserved.

          Subscribe Subscribed Unsubscribe Last updated: Tags: January February March April May June July August September October November December No Results Found Versions Search preferences successfully updated My release version successfully updated My release version successfully deleted An error has occurred. Please try again later. You have been unsubscribed from all topics. You are now subscribed to and will receive notifications if any changes are made to this page. You have been unsubscribed from this content Thank you for your feedback. Form temporarily unavailable. Please try again or contact  docfeedback@servicenow.com  to submit your comments. The topic you requested does not exist in the release. You were redirected to a related topic instead. The available release versions for this topic are listed There is no specific version for this documentation. Explore products Click to go to the page. Release notes and upgrades Click to open the dropdown menu. Delete Remove No selected version Reset This field is required You are already subscribed to this topic Attach screenshot The file you uploaded exceeds the allowed file size of 20MB. Please try again with a smaller file. Please complete the reCAPTCHA step to attach a screenshot
          Log in to personalize your search results and subscribe to topics
          No, thanks Login