Response template in custom case type

[rubesh_u]

How to make response templates in the contextual side bar to be made available to the Custom case?

[ersureshbe]

Hi, I'm not clear what it mean by response template - are you talking about survey templates?

[rubesh_u]

The response templates in workspace for CSM custom case type

[siraj5]

Hi @rubesh_u 

You are saying that you have a created a new custom case table and added it to CSM Workspace for that custom table you want to add a Response Template as you shown in above screenshot of your post, Right?

[denisf88]

I have the same issue, Response templates work on the base cases that are in the sn_customerservice_case table, but the button doesn't show up in the workspace for any other custom case type.

I followed this https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1121743 but it doesn't seem to work. Adding, removing doing anything to the Response Template Screen record does nothing.