Edit HR response templates

[rambo1]

HI Team, 

I dont want to give hr manager role to agetnts to edit response templates, so I have given 'sn_templated_snip.template_snippet_writer' role but agents are not able to edit or create response templates on 'sn_hr_core_case' table.

They are able to create or edit tempates on er case and other tables.

did I miss any other roles?

[JamesEcoStratus]

Hello Rambo1,

To troubleshoot and ensure comprehensive access, kindly verify that agents have been assigned the following roles related to the 'sn_hr_core_case' table:

• sn_hr_core.basic
• This role grants basic access to HR records, enabling agents to navigate through HR-related tables.
• sn_hr_core_case.case_writer
• Agents should have this role to acquire the necessary permissions for editing and creating response templates, specifically within HR cases.

If the issue persists, consider checking the following areas:

• Data Policy and Access Control Rules:
• Confirm if any data policies or access control rules are in place, potentially limiting template modifications on the 'sn_hr_core_case' table.
• Script Includes or Business Rules:
• Review any script includes or business rules associated with response templates on the 'sn_hr_core_case' table, as these elements may impact the ability to edit or create templates.

Please provide additional details, especially regarding any specific error messages, unexpected behaviors encountered by the agents, or what actions you have taken to date.

Best regards,

James

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