Hi IT Team,
Good Day,
Scenario one :
Let me explain the current behaviour of the application,
When you create or edit a template we provide options to associate it to support groups (technician group) as well as to user groups (requester groups). If you associate groups to the template then people who belong to that group alone can see those templates. Even if you are an administrator (Technician) it is the same for all hence if you want them to see those templates then kindly associate them to the groups so that they can see those templates.
Scenario 2:
The access permissions of a technician vary from one to another hence edit the technician who has this issue (Admin tab -> Users -> Technician -> edit the technician) and look for the option "Technician allowed to view" .
Kindly make sure that you select the option "All in group and associated to him" from the dropdown.