Is there a way to authorise the visability of response templates based on service unit?

[lehmoors]

Hi there,

For our customer we are creating a lot of different response templates (suppose 100). (templates in the service workcenter).

The business users within every service unit use their own response templates.

Is there a way to make sure that the response templates that are only be used by a specific service unit are only visible by the service agents in that service unit? The benefit would be that the service agents do not have to scroll through a list of 100 response templates that are not used by their service unit.

Summary:

Authorise response templates based on service unit.

Is there a way this can be configured in standard C4C?

kind regards,

[mjveerhuis1 · Accepted solution]

Hi Léh,

When you check the access restrictions in the business role the COD_SEOD_AGENT_QUEUE_WCF, the templates (COD_SEOD_TEMPLATE_WCVIEW) are part of, you can set restrictions restricted or unrestricted and via a rule set the specific team for the functionality as a whole. But in the individual templates you cannot make the template specific for a service organisation and therefore set up authorisations the way you would like to.

Unfortunately set up code list restrictions to limit the number of templates per user group that you can assign to different business roles, will also not work as you cannot select the template in the code to restrict.

What you could do from a functional (and very practical) point of view, is set up different search queries per team including the relevant templates and let them set such a query as default. It is a one time (manual) activity in close cooperation with the key users of course.

Kr.

MJ

[Gayatri_Bagde]

Hi Leh,

You can refer to below blog. It might be useful for you

https://blogs.sap.com/2021/01/12/ticket-response-template-proposal-in-sap-c4c./

Thanks,

Gayatri

[lehmoors]

Hi there Gayatri Bagde,

Thanks for your Quick response!

So if in understand correctly, there is no way to make sure to authorise response templates based on Service unit level (in standard C4C, without using the ticket recommendation ML scenario)?

kind regards,

Léh