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Create or modify a response template

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Create or modify a response template

As a response template writer, you can create or modify a response template (formerly known as a templated snippet). Each template is associated with a table that is an extension of the Task [task] table, and the template can be configured to include variables pulled from the table. You can also specify the conditions that a case must meet for the template to be available for use.

Before you begin

Role required: sn_templated_snip.template_snippet_writer

Procedure

  1. Navigate to System Definition > Response template configuration.
  2. Click New or open a record.
  3. Fill in the fields on the form.
    Table 1. Response template form
    Field Description
    Name Name of the response template.
    Table Name of the table that the response template is associated with.
    Note: The table must be an extension of the Task [task] table.
    Condition Conditions under which the response template is made available for use.
    Note: The conditions available to use are dependent on the table you select.
    Template body Text of the response template.
    Note: Rich text is not supported with response templates.
    Select variables Variables that can be added to the template body.
    Note: The variables available to use are dependent on the table you select.

    The following GIF shows an example of an HR manager in the HR Service Delivery application creating a response template to escalate payroll discrepancy cases. The template is associated with the HR Payroll Case [sn_hr_core_case_payroll] table, and a condition is set to filter on cases that match the Payroll Discrepancy HR service. The template text is pasted into the body, and then a variable for the subject person is added to the salutation.

    Example of how you can create a response template with conditions and variables.
  4. Click Submit or Update.

What to do next

You can copy response template content to any field on a form that meets the specified conditions.

The following GIF shows an example of an HR case writer in the HR Service Delivery application opening a payroll discrepancy case and copying a payroll discrepancy escalation template to the comments field in the HR case form for the employee to read.

Example of how you can copy response template content to a field on a case form.
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