You probably have to contact BMC Support to troubleshoot.
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Do you have some news ?
I'm pretty sure you know this but I will mention. On the Authoring for Groups tab there is the Authoring Group (which is the admin for the template) and then you have to define bellow Groups that use this template.
There must be the group which is the user a member of to be able to use this template.
As Marek mentioned, please check the user's support group and the authoring group in change template whether user belongs to the same. Also check template status whether is it set to offline.