Response Templates is not working for some users

[kimberlylp]

I’ve installed the Templated Snippets plugin and given read roles to readers, edit roles to editors, and I have two admins.

I created a couple response on incident with no conditions, no groups, and I added the form channel.

Everyone can see the response button on incident, but when clicked, only a few can get the list of responses.

My editors can create/edit the messages, but nothing happens when they click the response button, no error, no message. Nothing happens.

Of my two admins, one clicks the button and gets the list to choose a response, the other admin clicks it and nothing happens.

I’ve cleared cache at the server, I’ve had the user clear cache on the local machine. It’s very erratic behavior. Any suggestions or ideas? Am I missing a role, an ACL? Is it a browser issue?

[Ratnakar7]

Hi @kimberlylp ,

->> Verify Roles and ACLs: Ensure that the affected users have the necessary roles and access control list (ACL) permissions to view and use response templates. Double-check the role assignments and ACL configurations to make sure they match the desired behavior.

->>Check User Preferences: Confirm that the affected users have the correct user preferences configured for response templates. In ServiceNow, users can define their preferred template sets and set the default response template for their user profile.

->>Test Different Browsers: Test response templates using different web browsers to determine if the issue is browser-specific. Sometimes browser extensions or settings can interfere with the functionality of certain features in ServiceNow.

Thanks,

Ratnakar

[Joseph Gabriel]

which roles are required?