Changing the status of communication templates

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

  1. In the Communication Templates application, open a communication template.
  2. Click Change Status.
  3. In the Status field, select a status.
    You can view the date and time of the status change in the Status Date field.
  4. Click OK.