Smart Documents

Smart Documents

Overview

This skill provides a structured approach to managing smart documents in ServiceNow Document Intelligence. It helps you:

• Create and manage document records in sn_doc_management with full lifecycle tracking
• Configure document templates in sn_doc_template with reusable structures for common document types
• Implement version control using sn_doc_version to track document revisions and maintain audit history
• Set up approval workflows via sn_doc_approval and sysapproval_approver for document review and sign-off
• Define merge fields in sn_doc_merge_field for automated content generation from ServiceNow data
• Manage document distribution through sn_doc_distribution for controlled sharing and delivery

When to use: When creating standardized documents (policies, SOPs, contracts, compliance reports), when documents require version control and approval before publication, or when generating documents with dynamic data from ServiceNow records.

Plugin required: com.sn_doc_intelligence

Prerequisites

• Roles: sn_doc_management_admin, sn_doc_management_user, document_management, or admin
• Access: Read/write access to sn_doc_management, sn_doc_template, sn_doc_version, sn_doc_approval, and sys_attachment tables
• Knowledge: Understanding of your organization's document governance policies, approval hierarchies, and distribution requirements
• Plugin: Document Intelligence (com.sn_doc_intelligence) must be activated

Procedure

Step 1: Create or Select a Document Template

Templates define the structure, merge fields, and default content for each document type.

Query existing templates:

Using MCP (Claude Code/Desktop):

Tool: SN-Query-Table
Parameters:
  table_name: sn_doc_template
  query: active=true^document_typeLIKEpolicy^ORdocument_typeLIKEcontract^ORdocument_typeLIKEreport
  fields: sys_id,name,description,document_type,category,version,state,merge_field_count,approval_required
  limit: 25
  order_by: name

Using REST API:

GET /api/now/table/sn_doc_template?sysparm_query=active=true^ORDERBYname&sysparm_fields=sys_id,name,description,document_type,category,version,state,merge_field_count,approval_required&sysparm_limit=25&sysparm_display_value=true

Create a new template:

Using MCP:

Tool: SN-Create-Record
Parameters:
  table_name: sn_doc_template
  fields:
    name: "IT Security Policy Template"
    description: "Standard template for IT security policies with approval workflow. Includes merge fields for department, effective date, and policy owner."
    document_type: policy
    category: information_security
    approval_required: true
    approval_group: [security_governance_group_sys_id]
    version: "1.0"
    state: draft
    active: true

Using REST API:

POST /api/now/table/sn_doc_template
Content-Type: application/json

{
  "name": "IT Security Policy Template",
  "description": "Standard template for IT security policies with approval workflow",
  "document_type": "policy",
  "category": "information_security",
  "approval_required": "true",
  "approval_group": "[security_governance_group_sys_id]",
  "version": "1.0",
  "state": "draft",
  "active": "true"
}

Step 2: Define Merge Fields

Configure merge fields that pull dynamic data from ServiceNow records into the document.

Using MCP:

Tool: SN-Create-Record
Parameters:
  table_name: sn_doc_merge_field
  fields:
    template: [template_sys_id]
    field_name: "department_name"
    display_label: "Department Name"
    source_table: cmn_department
    source_field: name
    placeholder: "{{department_name}}"
    field_type: reference
    required: true
    order: 100

Common merge fields by document type:

Using REST API:

POST /api/now/table/sn_doc_merge_field
Content-Type: application/json

{
  "template": "[template_sys_id]",
  "field_name": "department_name",
  "display_label": "Department Name",
  "source_table": "cmn_department",
  "source_field": "name",
  "placeholder": "{{department_name}}",
  "field_type": "reference",
  "required": "true",
  "order": "100"
}

Step 3: Create a Document from Template

Generate a new document instance from the template, populating merge fields with actual data.

Using MCP:

Tool: SN-Create-Record
Parameters:
  table_name: sn_doc_management
  fields:
    short_description: "IT Security Policy - Remote Access - Engineering Department"
    template: [template_sys_id]
    document_type: policy
    category: information_security
    department: [department_sys_id]
    owner: [policy_owner_sys_id]
    effective_date: "2026-04-01"
    review_date: "2027-04-01"
    state: draft
    version: "1.0"
    confidentiality: internal

Using REST API:

POST /api/now/table/sn_doc_management
Content-Type: application/json

{
  "short_description": "IT Security Policy - Remote Access - Engineering Department",
  "template": "[template_sys_id]",
  "document_type": "policy",
  "category": "information_security",
  "department": "[department_sys_id]",
  "owner": "[policy_owner_sys_id]",
  "effective_date": "2026-04-01",
  "review_date": "2027-04-01",
  "state": "draft",
  "version": "1.0",
  "confidentiality": "internal"
}

Step 4: Manage Document Versions

Track revisions and maintain version history.

Create a new version when editing:

Using MCP:

Tool: SN-Create-Record
Parameters:
  table_name: sn_doc_version
  fields:
    document: [document_sys_id]
    version_number: "1.1"
    change_description: "Updated remote access VPN requirements per security audit findings. Added MFA requirement for all remote connections."
    author: [editor_sys_id]
    state: draft
    previous_version: [previous_version_sys_id]
    attachment: [updated_attachment_sys_id]

Query version history:

Tool: SN-Query-Table
Parameters:
  table_name: sn_doc_version
  query: document=[document_sys_id]
  fields: sys_id,version_number,change_description,author,state,sys_created_on,attachment,previous_version
  limit: 20
  order_by: -sys_created_on

Using REST API:

# Create new version
POST /api/now/table/sn_doc_version
Content-Type: application/json

{
  "document": "[document_sys_id]",
  "version_number": "1.1",
  "change_description": "Updated remote access VPN requirements",
  "author": "[editor_sys_id]",
  "state": "draft",
  "previous_version": "[previous_version_sys_id]"
}

# Get version history
GET /api/now/table/sn_doc_version?sysparm_query=document=[document_sys_id]^ORDERBYDESCsys_created_on&sysparm_fields=sys_id,version_number,change_description,author,state,sys_created_on&sysparm_limit=20&sysparm_display_value=true

Step 5: Submit for Approval

Route the document through the configured approval workflow.

Using MCP:

Tool: SN-Create-Record
Parameters:
  table_name: sn_doc_approval
  fields:
    document: [document_sys_id]
    document_version: [version_sys_id]
    approval_type: sequential
    state: requested
    short_description: "Approval required: IT Security Policy v1.1 - Remote Access"
    comments: "Updated policy requires approval from Security Governance and CISO before publication."

Then create individual approver records:

Tool: SN-Create-Record
Parameters:
  table_name: sysapproval_approver
  fields:
    sysapproval: [approval_sys_id]
    approver: [approver_sys_id]
    state: requested
    order: 100
    comments: "Please review the updated remote access policy. Key changes: MFA requirement added for all VPN connections."

Using REST API:

POST /api/now/table/sn_doc_approval
Content-Type: application/json

{
  "document": "[document_sys_id]",
  "document_version": "[version_sys_id]",
  "approval_type": "sequential",
  "state": "requested",
  "short_description": "Approval required: IT Security Policy v1.1"
}

Monitor approval status:

Tool: SN-Query-Table
Parameters:
  table_name: sysapproval_approver
  query: sysapproval=[approval_sys_id]
  fields: sys_id,approver,state,comments,sys_updated_on,order
  limit: 10
  order_by: order

Step 6: Publish and Update Document State

After approval, publish the document and update its state.

Using MCP:

Tool: SN-Update-Record
Parameters:
  table_name: sn_doc_management
  sys_id: [document_sys_id]
  data:
    state: published
    version: "1.1"
    published_date: "2026-03-19"
    work_notes: "Document approved by Security Governance (2026-03-17) and CISO (2026-03-19). Published as version 1.1."

Update the version record:

Tool: SN-Update-Record
Parameters:
  table_name: sn_doc_version
  sys_id: [version_sys_id]
  data:
    state: published

Using REST API:

PATCH /api/now/table/sn_doc_management/[document_sys_id]
Content-Type: application/json

{
  "state": "published",
  "version": "1.1",
  "published_date": "2026-03-19",
  "work_notes": "Approved and published as version 1.1."
}

Step 7: Configure Document Distribution

Set up controlled distribution to ensure the right audiences receive the document.

Using MCP:

Tool: SN-Create-Record
Parameters:
  table_name: sn_doc_distribution
  fields:
    document: [document_sys_id]
    distribution_type: group
    recipient_group: [engineering_group_sys_id]
    delivery_method: email_notification
    notify_on_update: true
    acknowledgment_required: true
    acknowledgment_deadline: "2026-04-15"
    short_description: "Distribute IT Security Policy v1.1 to Engineering"

Using REST API:

POST /api/now/table/sn_doc_distribution
Content-Type: application/json

{
  "document": "[document_sys_id]",
  "distribution_type": "group",
  "recipient_group": "[engineering_group_sys_id]",
  "delivery_method": "email_notification",
  "notify_on_update": "true",
  "acknowledgment_required": "true",
  "acknowledgment_deadline": "2026-04-15"
}

Track acknowledgments:

Tool: SN-Query-Table
Parameters:
  table_name: sn_doc_distribution
  query: document=[document_sys_id]
  fields: sys_id,recipient_group,recipient_user,delivery_method,acknowledged,acknowledged_date,acknowledgment_deadline
  limit: 50

Step 8: Monitor Document Lifecycle

Track documents approaching review dates or requiring updates.

Using MCP:

Tool: SN-Query-Table
Parameters:
  table_name: sn_doc_management
  query: state=published^review_date<=javascript:gs.daysAgoEnd(-30)^review_date>=javascript:gs.beginningOfToday()
  fields: sys_id,number,short_description,document_type,owner,review_date,version,department
  limit: 25
  order_by: review_date

Using REST API:

GET /api/now/table/sn_doc_management?sysparm_query=state=published^review_dateBETWEENjavascript:gs.beginningOfToday()@javascript:gs.daysAgoEnd(-30)^ORDERBYreview_date&sysparm_fields=sys_id,number,short_description,document_type,owner,review_date,version,department&sysparm_limit=25&sysparm_display_value=true

Generate a lifecycle report:

Tool: SN-Add-Work-Notes
Parameters:
  table_name: sn_doc_management
  sys_id: [document_sys_id]
  work_notes: |
    === DOCUMENT LIFECYCLE STATUS ===
    Document: [number] - [short_description]
    Current Version: [version]
    State: Published
    Owner: [owner]

    VERSION HISTORY:
    - v1.0 (2026-01-15) - Initial publication
    - v1.1 (2026-03-19) - Updated MFA requirements

    APPROVAL HISTORY:
    - v1.0: Approved by Security Governance (2026-01-12), CISO (2026-01-14)
    - v1.1: Approved by Security Governance (2026-03-17), CISO (2026-03-19)

    DISTRIBUTION:
    - Engineering: 45/50 acknowledged (90%)
    - IT Operations: 28/30 acknowledged (93%)
    - Outstanding: 7 users past deadline

    NEXT REVIEW: 2027-04-01 (378 days)
    ACTION: Schedule review kickoff for 2027-02-01

Tool Usage

MCP Tools Reference

REST API Reference

Best Practices

• Template governance: Maintain a central library of approved templates; restrict template creation to document management administrators
• Version discipline: Never overwrite a published version; always create a new version record to preserve audit trail
• Meaningful change descriptions: Every version must include a clear description of what changed and why, not just "updated document"
• Approval before distribution: Never distribute a document that has not completed its approval workflow
• Acknowledgment tracking: For compliance-critical documents (policies, procedures), require acknowledgment and track completion rates
• Review cadence: Set review dates based on document type: policies annually, procedures semi-annually, standards quarterly
• Confidentiality classification: Tag every document with a confidentiality level (public, internal, confidential, restricted) to control access
• Merge field validation: Test all merge fields with sample data before publishing a template to ensure proper rendering

Troubleshooting

"Template merge fields not populating"

Cause: Merge field placeholders in the document content do not match the configured placeholder values in sn_doc_merge_field Solution: Verify that placeholders use exact matching syntax (e.g., {{department_name}}). Check for extra spaces or encoding issues. Query sn_doc_merge_field with template=[template_sys_id] to confirm field configurations.

"Approval workflow not triggering"

Cause: The template's approval_required flag is not set, or no approval group is configured Solution: Verify the template has approval_required=true and a valid approval_group. Check that the approval group has active members with the approver_user role.

"Document version conflict"

Cause: Two users editing the same document simultaneously, or a version was created without locking the previous version Solution: Query sn_doc_version for the document to identify competing drafts. Implement a checkout/lock mechanism using the document state field (set to checked_out when editing).

"Distribution notification not sent"

Cause: Email notification configuration is missing or the recipient group has no email-enabled members Solution: Verify the notification template exists in sysevent_email_action with event name matching the distribution trigger. Check that recipients have valid email addresses in their sys_user records.

"Cannot find document attachments"

Cause: Attachments may be linked to the version record rather than the document record Solution: Query sys_attachment with both table_name=sn_doc_management^table_sys_id=[doc_sys_id] and table_name=sn_doc_version^table_sys_id=[version_sys_id] to find all related files.

Examples

Example 1: Create and Publish a Security Policy

Input: "Create a new data classification policy for the Finance department"

Process:

1. Select template: "IT Security Policy Template"
2. Create document with merge fields: Department=Finance, Owner=CISO, Effective=2026-04-01
3. Upload draft content as attachment
4. Create version 1.0
5. Submit for approval: Security Governance then CISO
6. After approval, publish and distribute to Finance department
7. Require acknowledgment within 30 days

Example 2: Update an Existing Procedure Document

Input: "Update the incident response procedure to include ransomware playbook"

Process:

Tool: SN-Create-Record
Parameters:
  table_name: sn_doc_version
  fields:
    document: [ir_procedure_sys_id]
    version_number: "3.2"
    change_description: "Added ransomware response playbook (Section 7). Updated escalation matrix to include Cyber Insurance carrier notification. Revised recovery time objectives per 2026 BCP update."
    author: [security_analyst_sys_id]
    state: draft
    previous_version: [v31_sys_id]

Example 3: Automated Contract Document Generation

Input: "Generate an NDA document from template for vendor onboarding"

Process:

1. Select template: "Mutual NDA Template"
2. Populate merge fields from core_company and sys_user:
   • {{vendor_name}}: "TechPartners Inc"
   • {{vendor_address}}: "123 Innovation Blvd, Austin, TX"
   • {{effective_date}}: "2026-03-19"
   • {{term_length}}: "2 years"
   • {{company_signatory}}: "Jane Smith, VP Legal"
3. Generate document, create version 1.0
4. Route for legal approval
5. After approval, distribute to vendor via secure link

Tool: SN-Create-Record
Parameters:
  table_name: sn_doc_management
  fields:
    short_description: "Mutual NDA - TechPartners Inc - Vendor Onboarding"
    template: [nda_template_sys_id]
    document_type: contract
    category: nda
    state: draft
    version: "1.0"
    confidentiality: confidential
    related_record_table: core_company
    related_record: [vendor_sys_id]

Related Skills

• document/document-extraction - Extract structured data from uploaded documents
• legal/contract-analysis - Analyze generated contract documents for risk
• legal/contract-obligation-extraction - Extract obligations from contract documents
• catalog/approval-workflows - Configure approval workflows for document processes
• admin/workflow-creation - Build custom document lifecycle workflows