---
sourceDocument: Australia Public Sector
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/government-industry

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Public Sector

ft:clusterId :

    - gvin

bundleId :

    - gvin

workflow :

    - Customer and Industry


---

# Use response templates

# Use response templates in License and Permit Playbook {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

Respond to cases by using the response templates in the contextual side panel in CSM Configurable Workspace. Good templates save you time by eliminating repetitive work. Response templates replace the static text with details from the license/permit application.

## Antes de Iniciar

Role required: sn_gsm.constituent_agent, sn_gsm.business_agent, sn_gsm.agency_agent, sn_gsm.relationship_agent, or sn_gsm.service_manager, sn_gsm.case_task_agent

## Por Que e Quando Desempenhar Esta Tarefa

Selecting the response templates icon![Email template icon]() shows the reusable messages that you can copy and paste into cases and case tasks.  
In License and Permit Playbook,Response Templates replace the static text with details from the license/permit application, such as:

* Constituent or Business Contact Name
* License/permit application Number
* License/permit application submission date
* Short description
* Address Information
* Assigned to

{#use-response-templates-lpr-psds__ul_yzq_prg_hzb}For information on how to create response templates, see [Create or modify a response template](https://www.servicenow.com/docs/access?context=create-modify-templated-snippet&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US).

## Procedimento

1. In the CSM Configurable Workspace, open an information request task.
2. In the contextual side panel, select the response templates icon ![Response template icon.]() to display a list of the available templates.
3. In the Response Templates side panel, search for a template.
4. Select a template and then select Copy to copy the template to the clipboard.  
   Paste the template text into the Work notes field or the Additional comments field.
{#use-response-templates-lpr-psds__steps_ikz_1p4_xwb}