Creating Document Templates

Objective

After completing this lesson, you will be able to create and use a document template that allows users to download and print case details.

Document Templates Feature

The Document Templates feature enables you to create templates that can generate documents with case data that end users can later download and print. You can create templates for documents such as shipping labels, case information sheets, or other business documents, using HTML code. Advanced Workflow enables you to use tags and control flow statements in the HTML code, allowing you to create documents with both static and dynamic information. A full list of document template tags can be found in the online help.

You can also configure visibility settings on the document template, ensuring only users with permissions can access the document. You can then configure a workflow action using the Print Document action type to enable end users to access the document.

Create a Document Template

Steps

From the Setup screen, select Case Management→Document Templates.
Select Add New.
Enter a name and description for the new template.
Select the Permission Groups and roles that will be allowed to access the template.
Select the Editor tab.
Add the HTML code containing the details of the template.
Select Save.

Allow Users to Print a Case Using a Document Template

Steps

From the Setup screen, select Processes→Workflow .
Open the workflow.
Select the Settings for Default Actions tab.
Select the Edit button next to the Print Document action.
Select the Advanced Settings tab.
Select the document template to use.
Select Save and Back to Workflow.

Summary

The Document Templates feature is used to create templates that can generate documents with case data that end users can download and print.
Document templates consist of HTML code, including static text, tags, and control flow statements.
To add a document template to a workflow, add a Print Document action to any status, and enter the System ID in the Advanced Settings section of the action.

Go to Course