---
title: Use response templates in License and Permit 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. Response templates replace the static text with details from the license/permit application.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/government-industry/use-response-templates-lpr-psds.html
release: australia
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Using the contextual side panel, Using License and Permit Playbook, Playbooks, Use, Public Sector Digital Services \(PSDS\)]
---

# Use response templates in License and Permit 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. Response templates replace the static text with details from the license/permit application.

## 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, sn\_gsm.case\_task\_agent

## About this task

Selecting the response templates icon\[Omitted image "email-template-icon.png"\] Alt text: 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

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.