Templates

versaSRS contains an extensive templating capability, with options for introducing standard templates at many different levels within the system. The different types of Templates and how they can be used in versaSRS are outlined below.

Case Templates

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 configuration 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 options to apply a Case Template so that when the Rule is triggered via an incoming email, it will apply the Case Template assigned to that rule.
• Keysets - A Keyset 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 Scheduling Engine 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.
• versaForms - When a form is submitted, in order for the results to be created as a Case in versaSRS, it needs a template assigned.

Update Templates

Update Templates allow a predefined Case Update to be applied to a Case. This can be used for standardised email responses, Case status changes, and Comments.

The areas where Update Templates can be applied include:

• Case Updates - Update Templates can be applied directly on the Case Update window.
• Team Default Replies - Within the Team Settings under the Update Templates tab, default Update Templates can be applied so that when performing that type of Update on a Case, the default template will be applied automatically. These default templates can be set for Updates, Replies, Forwards and Closures.
• Keysets - A Keyset can define an optional Update Template that will get applied when doing a Case Update on a Case which matches the Keyset combination.
• Service Catalogue - The Service Catalogue items in SRSConnect use Case Update Templates to define the template text that SRSConnect Users will see and fill in when logging a Case.

Task Templates

Task Templates allow predefined Task details and categorisation to be saved and applied as required to new or existing Tasks.

The areas where Task Templates can be applied include:

• Tasks - Task Templates can be applied directly on the Task window.
• Workflow Tasks - Task Templates can be created in a series and applied as Workflow Tasks where the completion of a Task will trigger the next Task Template to be assigned.

Notification Templates

versaSRS contains many notification templates, these are set at the Team level so each Team can have their own set of custom notifications. Notification Templates are used to notify Users or non-Users of various actions performed in the system.

The types of Notification Templates include:

• Open Confirmation - The Open Confirmation notification gets sent to the Requestor of a Case upon case logging.
• Closed Confirmation - The Closed Confirmation notification gets sent to the Requestor of a Case upon case closing.
• Team Watchers - This notification will get sent to anyone who has been specified as a Team Watcher.
• Skill Group Watchers - This notification will get sent to anyone who has been specified as a Group Watcher for that Team.
• Case Watchers - This notification will get sent to anyone who has been specified as Case Watcher for any particular Case.
• Case Assignment Alert - This notification will get sent to the User that is assigned a Case to notify them of the assignment.
• Due Date Alert - This notification will get sent to a Case Owner if the Due Date reaches the specified threshold.
• Estimated Solution Date Alert - This notification will get sent to a Case Owner if the Estimated Solution Date reaches the specified threshold
• Due Date / Priority Change Notification - This notification gets sent to a Case Owner or Watcher if the Due Date on a Case is changed.
• Escalation Notification - This notification gets sent to specified recipients for escalation if threshold triggers relative to the Cases Due Date are triggered.
• Approver Notification - This notification applies to RFC's only and gets sent to the Approver when an RFC is set for approval.
• Task Assignment Notification - This notification will get sent to a User that is assigned a Task to notify them of the assignment.
• Task Notification - Used to notify owners of the Task that the Task is still open and requires actioning.
• Task Escalation Notification - This notification gets sent to specified recipients for escalation if threshold triggers relative to the Tasks Due Date are triggered.
• Task Workflow Parent Notification - This notification gets sent to the Parent Case where the Task Workflow is triggered for a Task in the series.
• Task Workflow Rejection Predecessor Notification - This notification gets sent to the Parent Case if a Workflow Task is rejected.