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 within 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.