Solution Templates

Templates save time and effort for technicians in creating similar solutions. You can include fields relevant to a solution topic with pre-populated data in a solution template and associate them with the corresponding topics, thus enabling effective categorization of your knowledge base.

Role required: SDAdmin, OrgAdmin.

Create New Template 

To create a new solution template,

1. Go to Setup > Templates & forms > Solution Template.

2. Click New Solution Template in the list view.

3. Fill out the displayed Solution Template form that consists of three main blocks of information:

   • Header - Displays basic details of the template such as Name and Comments.

   • Fields list - Displays the available user defined fields in the application.

   • Canvas - Displays solution details such as Title, Content, Topic name, Review date, Expiry date, and the like. 

4. Drag and drop the required fields from the fields list onto the canvas.

5. To add new fields to the template, drag and drop the required field type from the right panel to the canvas.

6. Fill out the field details and provide a default value if required.

7. To configure field properties, hover over the field and click the settings icon. You can make the field mandatory or allow/restrict requesters to view the field.

8. To add a section, drag-and-drop the section from the fields list onto the canvas. To edit a section, hover over the required section and click the settings icon. Use this option to configure the number of columns, label orientation, and collapsed state of the fields in the section.

9. To delete a field/section, hover over the required field/section and click the delete icon.

  10. Finally, click Save.

Copy Template 

You can duplicate existing solution templates or create copies of a solution template with minor changes. 

To copy a template,

1. Click Copy template in the list view page.

2. Under Copy Template from, select the template to copy.

3. Under Copy as, provide the name for the copy to be created.

4. Click Copy. To create a copy with minor changes, click Copy and Edit. A copy of the template will open in edit mode.

5. Modify the template properties as required and click Save.

Alternatively, you can copy a template by clicking > Copy beside the required template and continue from step 3 given above.

Actions 

You can perform the following actions on the list view page:

• Edit Template: To edit a template, click > Edit beside the required template. Make necessary changes and click Save.

• Enable/Disable Template: Use the toggle button beside the required template to enable/disable it. Alternatively, click > Enable/Disable beside the required template to change the template status. The disabled templates will be marked in grey, as given in the screenshot.

• Delete Template: Click > Delete beside the required template to delete it. If you delete a template associated with an existing solution, the template will be disabled.

• Mark as Default: You can mark the default solution template by clicking the star icon beside the required template.