Manage Case Templates

You can use case templates to add reusable information about a case to a new or existing case.

• To create a case template:
  1. In the module navigation menu, select Tools > Case Templates.
     Case Templates opens in a new tab.
  2. Select the Add icon ().
     The Case Templates page appears in edit mode.
  3. Use the case template options to add template details in the Interpretation section.

     For this option	Do this
     Case Template Name field	Enter a unique Template Name.
     Category drop-down	Select the issue from the list.
     Likelihood drop-down	Select how likely the issue is to occur.
     Urgency drop-down	Select how quickly the issue needs to be resolved.
     Symptoms field	Enter the symptoms that caused the alert for the case into the Symptoms field.
     Diagnosis field	Enter the apparent cause of the alert and any supporting information into the Diagnosis field.
     Recommendation field	Enter the recommended actions to take and any supporting information into the Recommendation field.

  4. Select Configure Sections to add a custom section. See the topic "Configuring a Case Template" for more information.
  5. Select Save.
     The new template is added to the Case Template list.
• To modify the attributes of an existing case template:
  1. In the module navigation menu, select Tools > Case Templates.
     Case Templates opens in a new tab.
  2. In the Case Template list, select the Search icon () to expose the Search field. Enter at least three characters and select Enter to narrow the list.
     To return to the full case template list, select the X next to the Search field.
  3. Select the specified template name.
     The Case Template Edit page appears.
  4. Modify the template details, and then select Save.
     The changed values in the template are saved.
• To delete a selected case template:
  1. In the module navigation menu, select Tools > Case Templates.
     Case Templates opens in a new tab.
  2. In the Case Templates page, select an existing case template.
     The Case Template Edit page appears.
  3. Select Delete Template.
     Note:

     Deleting a case template does not affect cases where the case template was previously used.

     In addition, if the selected case template is associated with an alert template, a message appears, notifying you that the template cannot be deleted as it is associated with one or more alert templates.

You can configure an existing case template or configure a newly created one.

1. In the module navigation menu, select Tools > Case Templates.
   The Case Templates page opens in a new tab.
2. In the Case Templates screen, do one of the following:
   • Select an existing Case Template from the list.
   • Select the Add icon () in the upper-right corner of the page.
   The template appears. For new templates, only the Interpretation section is displayed.

   Note: If this is a new template, you must enter a name for the template in the name field at the top of the screen. Once you have done this, the Save button is activated.
3. Select Configure Sections.
   The Configure Sections dialog box appears.
4. Select the section or sections that you want to add.
   Each added section is given a check mark.
5. Select Apply.
   The dialog box closes and the newly added sections appear in the template.
6. Select Save to save the changes.
7. Optional: To remove a section, do the following:
   1. Select Configure Sections.
   2. Select the checked section you want to remove.
   3. Select Apply.
   4. Select Save.
      Your changes are saved.

You can sort and filter the list of templates using a column to retrieve the specific required template matching the sorting order and filtering criteria.

• To sort a column in the Case Templates grid view:
  1. In the module navigation menu, select Tools > Case Templates.
  2. Select a column header, such as Severity.
     The data in the column is sorted either in the ascending or descending order, respectively. To reverse the order, select the column header again.

     Note:

     • Columns are sorted alphanumerically, first by symbols, then number, and then uppercase and lowercase letter.
     • The columns remain sorted in the same order even when you access the details page of a case template, and then navigate back to the Case Templates grid.
• To filter a column in the Case Templates grid view:
  1. In the Filter text box below the column header, enter the term with which the column is filtered.
     Note: As soon as you type three characters, the column begins to filter the entries. As you continue to type the characters, the column continues to filter the entries, narrowing down the results.
     To find all entries with the Closed Status, enter Clo in the Filter text box for the Status column, and then press Enter.
     The column is filtered, showing all entries with status Closed.

     Note:

     • The filters applied to the columns in the Case Templates grid are persistent even when you access the details page of a case template, and then navigate back to the Case Templates grid.
     • Sorting of a column is not affected by the filtering criteria. For example, if you sort the grid by the Name column, and then filter by Name and ID, the sort order will remain the same.

You can show or hide one or more columns in a Case Template.

• To show a column in the Case Templates grid view:
  1. In the module navigation menu, select Tools > Case Templates.
  2. Select Hide/Show Columns, and then select the check box for each column names that you want the grid to display.
     The selected columns appear in the grid. By default, all column names are selected.
• To hide a column in a Case Template, select Hide/Show Columns, and then clear the check box for each column name that you want the grid to hide.
  The selected columns do not appear in the grid.

You can select and apply a case template to a specific case.

1. In the module navigation menu, select Tools > Case Templates.
2. Select a case from the list.
3. In the Case Details page, select the List icon (), and select Apply Template.
4. In the Select a Case Template dialog box, enter at least three characters into the Search field.
   The list of case templates narrows as you enter text.
5. Select a template from the list.
   A message appears indicating that certain sections are overwritten by this action.
6. Select Apply.
   The content contained in the template is applied to the case.

   Note: You can modify the content values after applying a template.