---
title: Use response templates in Information Request Playbook
description: Respond to cases by using the response templates in the contextual side panel in CRM Workspace. Good templates save you time by eliminating repetitive work.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/government-industry/use-response-templates-ir-psds.html
release: australia
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Using the contextual side panel, Using Information Request Playbook, Playbooks, Use, Public Sector Digital Services \(PSDS\)]
---

# Use response templates in Information Request Playbook

Respond to cases by using the response templates in the contextual side panel in CRM Workspace. Good templates save you time by eliminating repetitive work.

## Before you begin

Role required: sn\_gsm.constituent\_agent, sn\_gsm.business\_agent, sn\_gsm.agency\_agent, sn\_gsm.relationship\_agent, or sn\_gsm.service\_manager

## About this task

Selecting the response templates icon \[Omitted image "response-template-icon.png"\] Alt text: Response template icon shows the reusable messages that you can copy and paste into cases and case tasks. For information on how to create response templates, see [Create or modify a response template](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/servicenow-platform/create-modify-templated-snippet.md).

## Procedure

1.  In the CRM Workspace, open an information request task.

2.  In the contextual side panel, select the response templates icon \[Omitted image "response-template-icon.png"\] Alt text: 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.