How do I update a incident template?

[trishlipe]

I do have template_editor access. When I go to the template and click on edit, I see the below information.

I am not seeing the option to add additional items to the Work notes? I am able to update the work notes when I click on Create New template. Do I have to create a new template and inactivate the original?

[Michael Fry1]

Did you create the template? It might be limited to a User or Group.

[kkswamy]

I think you need ITIL role as well to edit the templates.

please refer to the below URL,

http://wiki.servicenow.com/index.php?title=Base_System_Roles#gsc.tab=0

[trishlipe]

I have verified I do have that role as well. Thank you for the information.

[Mohit Yadav · Accepted solution]

Hi Trisha,

It is related to access, please check your access level whether you have access to edit the template or not. You can create the new template because there will be Create ACL in place, you don't have the write access.

And it can also limited to the Group available on template.

If Helpful, please mark accordingly.

Thanks & Regards,

Mohit Yadav