To create an incident template, you need to be designated as the manager for an assignment group in ServiceNow. To create the template, you can go into a new incident or an existing incident. Let's go into the incident application and select "Open" to view an existing incident. If you want to use this existing incident as a template for future incidents, you can right-click on the navigation panel at the top and select "Templates > Save as Template". This action will take you to a screen where you can name the template and make any desired changes to it. If you want to edit anything in your saved version, simply hit "Update" and the template will be saved. Now, to apply this template, go into a new incident and right-click on the top of the incident. Then select "Templates" and choose "Apply". You will be able to see all the templates you have created, including the test template you just created. Once you select the template, you will see that it applies all the relevant information to your ticket. If you are a manager and want to share your templates with the rest of your assignment group teams, go into templates and select "Edit Templates". Choose your template and designate which group you would like it to be used for, then click "Update" to save that change. From now on, any user who is a member of that assignment group will have the ability to apply that template to a new incident.
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