Update Templates
Video Tutorial
Overview
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, Problem, RFC, and Task Updates - Update Templates can be applied directly in the Update window of a Case, Problem, RFC, and Task.
- 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.
- Key Sets - A Key Set can define an optional Update Template that will get applied when performing a Case Update on a Case which matches the Key Set 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.
Update Templates are created by selecting the Update Template icon from the versa Spinner - Templates & Scheduling tab.
This will display the Update Templates screen where templates can be created or edited.
An Update Template can be applied to a Case, Problem, RFC, and Task Update by clicking the Template icon () in the toolbar of the Update screen.