Edit a Response Template

Overview

Over time departments may find that a response template(s) may need to be updated to reflect changes in the organization, or business practices. Enterprise Service Management (ESM) Application Administrators can edit these response template(s) as appropriate.

What materials do I need?

  • Internet connectivity
  • Web browser
  • ESM TDWorkManagement access
  • ESM App Admin role for applicable application

How do I use this technology?

To modify a response template do the following:

  1. Open a web browser.
  2. Navigate to the UA ESM website.
  3. Login to UA ESM with your UA Email address and password.
  4. Click View Applications.
  5. Click the desired Ticketing Application.
  6. On the right side of the screen, click the Settings (gear icon) button.
    Enterprise Service Management Ticketing Application Settings button highlighted
  7. Click Admin.
  8. Click Response Templates.
  9. Locate the desired Response Template and click on the template Name.
  10. A new Edit Template window will open.
  11. Edit the template as desired.
  12. When finished, click Save.

Need additional help or have issues

For support, requests may be submitted anytime using the appropriate Enterprise Service Management form. Requests generate a Ticket which will be worked in order received and urgency by IT Employees with the knowledge and permissions to assist with the request.

For immediate assistance please review the Contact Us page for the appropriate support group.

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