Dear @Rob Sestito  Did you ever find the solution for this?

Hey @india -

No - we haven't. Each time we try to adjust/modify the script that handles it, the entire functionality just breaks. And no response templates are shown.

Thanks

-Rob 

Thanks @Rob Sestito  for your reply. I think then SN case is the only way left.

Hey @india - 

I too thought about that, however - if they see that we are trying to configure what is OOTB to something custom, they there is little they will do since they do not support things that are not OOTB.

That is why I have up to this point, kept myself from creating a SN HI Support Case. I don't want to waste their time or mine, with them just telling me they cannot do anything since we are trying to make it custom on how many response templates show up for the agents.

Would you agree?

For now however, I did create a Ask a Question case with SN HI Support.

Thank you!

-Rob

Dear Rob

I agree with you, but in recent times when I was working on SAFE BOARD there also they have the script include to show the no of teams, I created the SN Ticket and make them aware that why the hard coded parameter in script ? why not a system property ?

and they gave me a green signal to change the script include parameter.

But here the irony is even if we change the parameter from 10 to anything >> Response template search is breaking, even if we re-set the script to oob version nothing is coming
I see more errors, the good thing is that I did on PDI first.

I will pass my findings to my Superiors to make a final decision whether to go or not go for SN Ticket >> But I wish they go and raise.

Will share you the findings if they open the HI Ticket > if not then we will leave with 10 templates visible.

Thanks for your support and reponse 😊