You can manage the use of communication templates by changing
the status to either active or inactive. An active status indicates
that the template is ready for approval or use. An inactive status
indicates that you no longer want to use the template.
Before you begin
If the template is used for an active escalation or workflow
process, you cannot change the status of a template to inactive. Only
templates that you set to active can be applied by other users to
a ticket record.
About this task
The default status of a template is inactive.
Procedure
- In the Communication Templates application, open a communication
template.
- Click Change Status.
- In the Status field, select a status. You can view the date and time of the status change in
the Status Date field.
- Click OK.