Can you use Response Templates on an Incident or Request outside of Agent Workspace?

[Trish Mac]

Hello, I'd like to be able to make use of Response Templates on Incidents and Requests however we don't use Agent Workspace.  I've gotten as far as the "Responses" button appearing on an Incident form when I've chosen the Incident table within my Response Template but when I click on the Responses button, I don't get a list of my Response Templates, nothing happens.  I see "Note template for this table" when I mouse over it and that's it.

Can I get this working on an Incident or Request?   If not, are there other options for a similar feature?

Thanks,

Trish

[Saloni Suthar]

Hi @Trish Mac ,

You can use template functionality on Incident and Request table. 

[Trish Mac]

Hi Saloni, thank you for your response. I was looking specifically for how to create Response Templates on an Incident and since I posted my question, I've figured it out.  Your information is helpful in other ways and I'm sure to make use of it, so I have given you a thumbs up. 🙂

All the best,

Trish

[Kristin J]

Hi Trish! Would you mind sharing how you figured it out? Some of our folks could use this on Request...maybe I can take what you did with INC and transfer the magic! 🙂

cheers,

Kristin

[Trish Mac]

Hi Kristin,

To even see the Responses button for the Response Templates a group/person has access to, the Discuss Sidebar needs to be activated.  This is how I did it in our instance:

To activate Sidebar:

 Change application to: Omni-Experience Standard Feature Set

 1. Go to 'Settings' under 'Conversational Interfaces' in left navigator

2. Select 'Sidebar' from left pane

3. Activate in toggle button

4. Click 'Save'

I've been able to set up Response Templates for Incident, Request, Change, CSM Cases, etc.  The key is to specify the table that you want to use the Response Templates for and then apply the group/criteria the template should be visible to.  Criteria isn't always necessary, i.e. if for anyone in Service Desk assignment group, just add that group.  If you have access to a Response Template in Incidents, you will see the Responses button.  If you don't, you won't.  Same for the other applications.

Examples:

1. If for use in Incidents:  Incident [incident]
2. If for use on an SCTASK within a Request:  Catalog Task [sc_task]
3. For CSM, we have a custom table for Cases, so I select that when creating Response Templates for CSM
4. For Change, Change Request [change_request]

Then once the Response Template is created and submitted, open up the Response Template created and at the bottom of the form in the Channels section, click on the Edit button and from the Collection box on the left, select Form and then Save and then Update.

I hope that helps.  Let me know!  

--Trish