Configuring resolution template editing permissions

As an administrator, you can specify the service center roles that have permission to edit resolution templates.
  1. Select Administration > Setup.
  2. In the Primary pane, click Application Settings.
  3. Double-click an organization record.
  4. Click the SLA tab.
  5. In the Resolution Templates section, specify this information:
    Enabled
    Select this check box to enable the resolution template features.
    Template Editor
    Select the service user roles with permission to edit resolution templates.
  6. Click Save.