Quick messages/email templates

[ncousin]

Currently there is a support team with approximately 100 canned responses they share from a Google doc and copy and paste to SN cases all day long.  I know how to add them to SN as templates and know they can type in the search of the list to drill down to what they need but is it possible to group them and use 8-10 "subjects" they can expand as needed and select with just a mouse and not need to type or scroll to get the one they need each time?

[Priyansh_98]

hi @ncousin ,

have you tried the response template in the CASE table,

with response templates, you can share a common message with several groups.

after creating a template you will see a UI button on the form and by clicking on that you can get a list of common messages directly in SNOW.

check this ...

Response templates: https://docs.servicenow.com/bundle/rome-servicenow-platform/page/product/human-resources/concept/res...

Create template:https://docs.servicenow.com/en-US/bundle/vancouver-servicenow-platform/page/product/human-resources/...

regards,

Priyansh

[ncousin]

I understand how to add them, the problem is that the team has over 100 they use and want an easy to way to find the one they need at that moment without having to scroll and scroll and scroll....

[Priyansh_98]

Hi @ncousin ,

use condition builder while creating a template so this will limit the record and will show the necessary record only on the form. and you can also search the template with its name as well.

no need to scroll every time

[Ben_Barker]

Hi!

Have you considered adding the condition builder on the templates form so you can configure conditions to only show relevant templates per the context of the record?