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I submitted a support request concerning the new response templates and would like some feedback from the community. Here is the description of the feature:
View and edit response templates
Response templates allow you to store common responses as comments or resolutions in Service Desk tickets.
Each response template is associated to a specific ticket queue and belongs to the user that created it. You can select the applicable response template on the Ticket Detail page.
The template text supports the use of email tokens. Token values are dynamically updated using the field values from the ticket in which they are referenced. You can use the same tokens that are available in email templates. For more information, see Configure email templates.
A response template can be public or private. Private response templates can be updated and referenced in applicable tickets only by the user that created them. A public response template is available for selection in the associated ticket queue by other users, however only the user that created it can edit the contents of the response message. Other users can view the contents of public response templates, but cannot edit them.
1.
Go to the Service Desk Response Templates page:
a.
Log in to the KACE SMA Administrator Console, http://KACE_SMA_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information.
b.
On the left navigation bar, click Service Desk, then click Configuration.
c.
On the Configuration panel, under Queues, click Response Templates.
d.
To display the Response Template Detail page, do one of the following:
Click the name of a response template.
Select Choose Action > New.
NOTE: Those queue owners who do not have access to the Queues configuration pages can access the Response Templates page by clicking the Manage link that appears just above the Predefined Response option in the Ticket Detail page.

My reading of the above is that any user that is an owner in the queue should be able to click on the Manage link and create their own response templates. However, I was told by support that only users that have write permissions to the service desk configuration can create response templates. Was this really the intent behind adding this feature? It seems hard to believe that they expect either administrators to create all of the templates, or that all of the technicians would be able to change the service desk configuration. 

I appreciate any feedback.

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Comments

  • It would make sense for Administrators to be able to manage the 'Master' list, but you're right, it seems a bit too prescriptive to disallow Technicians from creating their own.

    Instead of this being managed by write access in the Queue Config like it seems it is, could it be a label-able field(like owner/submitter)? Then you could limit it if wanted, and extend it to who you want. That's how I'd like it configured.
  • It seems that it would get too cluttered if they allowed everyone to make their own. There is a balance that is needed - enough options to cover as much as possible without an endless list of duplication or multiple ways to say the same thing. And if it is something that is uncommon, it should not be a choice. Also, responses could be limited by subject (category). It is a great idea, but needs a little bit more refinement. But if it were up to me, I would run reports to see what types of tickets are most common and how they were resolved. Then build from there. I would prefer only a limited number of people have editing ability.

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