Response template writer role best practice or recommendations
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10-12-2022 07:55 PM
Hi Community,
We're interested in enabling Response Templates and would like to hear about your experiences and recommendations on who should have access to create and edit them. We'd like to provide the necessary role to a handful of HR Managers, train them on how to properly create response templates, and then have them maintain it on their own. This would take the work load off the system admins but is a greater risk of issues caused by these HR Managers which could potentially result in even more work.
Looking forward to hearing your lessons learned and any insight.
Thanks!
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10-12-2022 08:56 PM
Hi @Becky T_ ,
Please explore roles related to response templates
Also, Make sure agent has hr case writer and hr basic role and see if they can see other HR tables.
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10-12-2022 08:57 PM
Hi @Becky T_ ,
Refer to this thread :
https://www.servicenow.com/community/csm-forum/response-templates/m-p/420002
Also, explore roles related to response templates
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10-13-2022 06:35 AM
Hi Sandeep, Thanks for the reply. I previously read that thread and all the product documents. I was hoping to hear from others who use Response Templates to understand who they are giving the roles to and how it's working for them. Best, Becky
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10-12-2022 10:35 PM
We have HR manager of each COE case to manage/support (Create/Edit) its Response Templates. This works well for us.
