Case Templates

Video Tutorial

Overview

Case Templates allow predefined Case details and categorisation to be saved and applied as required to new or existing Cases. Using a Case Template is a very powerful way of quickly logging a new Case - enabling you to auto-populate the Case Logging Screen. Case Templates have been integrated into versaSRS to provide automation where possible.

The areas where Case Templates can be applied include:

• Cases - Case Templates can be applied directly to Cases.
• Routing Rules - Routing Rules have the option to set a Case Template so that when the Rule is triggered via an incoming email, it will apply the Case Template assigned to that rule.
• Key Sets - A Key Set can define an optional Case template. When this Key Set is assigned to a Case, the User will be asked if they would like to apply the associated Case template.
• Scheduled Cases - Scheduled Cases use a Case Template to define the Case that will be logged. The Case Scheduler is designed to log Cases based on a Case Template and associated recurrence pattern. This feature is ideally suited to Customer follow up and reminders for renewals (e.g. maintenance renewal).
• Service Catalogue - The Service Catalogue in SRSConnect uses Case Templates to the log Cases into versaSRS.
• Asset/Warranty Notification - A Case Template can be setup to be used as a notification for Assets and Warranty expiries.

Case Templates are created by selecting the Case Template icon from the versaSpinner - Templates & Scheduling tab.

This will display the Case Templates screen where templates can be created or edited.

NOTE: Placing the [IGNORE] tag in the Subject and Details of the Case template will result in those areas not being overwritten when applying the Template to an existing Case or when a Case is logged via email.

A Case Template can be applied to a Case by clicking the Templates icon () in the toolbar of a Case.