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Create Form Templates Lab Servicenow

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29 views5 pages

Create Form Templates Lab Servicenow

https://precedenceit.in/servicenow-training/

Uploaded by

sahil.yadav072004
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Create Form Templates

Additional Practice 15 – 20 Minutes


Lab Objective
You will achieve the following objectives:
• Show agents how to create templates
• Grant access to a team member to share templates
• Show managers how to share templates
Lab Dependency: None

Scenario
The Service Desk is starting to take calls for how to sign up for the IT Big Idea contest. They want
to see if there is a faster way to create these repetitive inquiry records.

After meeting with the agents, you have a good understanding of how a typical Big Idea inquiry
is being handled. You have agreed to show the agents how to create a form template to allow
them to quickly process these inquiries.

Section 1: Demo How to Make a Form Template on Classic


Form
1. Ensure you are logged in as System Administrator.
2. Navigate to All > Incident > Create New.
3. Complete the form as follows:
• Caller: Fred Luddy
• Category: Inquiry/Help
• Subcategory: leave empty
• Configuration item: leave empty
• Short Description: How do I participate in the Big Idea contest?
• Channel: Phone
• State: leave New
• Impact: Low
• Urgency: Low
• Assignment group: Service Desk
4. Right-click on the form header, then select Save.
5. Complete the information as follows:
• Notes:
Additional comments: Go to the Employee Center Portal, and search for Big Idea.
Select the Big Idea catalog item.
Fill out the form and submit.
You are allowed to submit as many ideas as you would like.
The contest will be open until the first of next month.
At that time, IT will prioritize the submissions and announce the top 5 winners.
Each of the top 5 winners will receive a $100 gift card.
Good luck!
• Resolution Information:
• Resolution code: Select Solution provided
• Resolution notes: Please see contest rules and instructions provided.
6. Right-click on the form header, then select Save.
7. Go to the Activity Stream (Notes tab) and copy the text you typed in the Additional
comments field to your clipboard.
8. On the form header, select the More options (3 dot) icon, then select Toggle Template Bar.

The template bar displays at the bottom of the form.


9. On the right side of the template bar, select the Create New Template (+) icon.

Note: A form launches with the fields and values that are saved on the incident you
created.
10. For Name, type Big Idea Inquiry.
Note: Any agent will be able to create a template for their own use, provided they
have the template_editor role. Users with the template_editor_group role can create
templates and share them with groups and users.
11. On the Groups field, select the lock icon to open the selection window.
• In Select target record, type Service Desk, then press Enter
• Select the lock icon to close the selection window
Note: By adding this group to the templates, you have made the template available
to each member of that group!

Next, you need to review the fields on the template form and remove any of the fields and
values you do not want included in the template.

12. Select the X icon to remove Caller and Knowledge from the template.

Next, you will add a field to the template.


13. At the bottom of the template, select Additional comments from the --choose field—drop-
down list to add the field to your template.
14. Paste the text you copied into your clipboard earlier.
15. Select Submit.
The new template is visible on the template bar.
16. Select on the All templates (3 dot) icon to see all the templates, then close the template
bar.
Note: This exposes the list of all templates. This is especially useful when the list of
templates is longer than what can be displayed in the template bar. It also enables
editing for the template owner.

Section 2: Verify the Template Behavior in Classic Form


1. Impersonate Beth Anglin.
2. Navigate to All> Incident > Create New.
3. Caller Name: James Vittolo.
4. Toggle the Template Bar.
5. Select Big Idea Inquiry.
Note: A message displays to let you know what template has been applied. You will
have the ability to confirm which fields were added to the Incident record by selecting
the See Details link.
6. Select See Details.

7. Close the window.


8. Select Resolve.
9. End impersonation.

Section 3: Grant Ability to Manage Templates for Groups


Beth Anglin’s manager wants her to be responsible for building and sharing templates for their
team.
1. Grant Beth Anglin the role, template_editor_group.
2. Impersonate Beth Anglin.
3. Verify that Beth can create and share a new template.
• Navigate to All > Incident > Open
• Open any Incident record
• Select the Create New Template (+) icon to add a new template
• Give the template a name of your choice
• Make the template visible to the Service Desk
• Remove the Caller and Knowledge fields
4. Select Submit.
5. End impersonation.
6. Verify that other members of the Service Desk group can see the new template.
Note: You will have to locate the Service Desk group and review the group
membership to find other users you can impersonate. Remember to toggle the
template bar so you can test that the impersonated user can see the template.

Challenge: If you have Service Operations Workspace enabled in your instance, test
the ability to use the template from the Workspace.

Congratulations! You have completed this lab.

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