Solution Templates

Solution Templates

You can include fields relevant to a solution topic with pre-populated data in a solution template and associate them with the corresponding topics.
Solution templates are not customers specific and are common to all.

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.
The template has three main blocks, namely Header, Field List, and Canvas.
Header
Provide basic details of the template.
  1. Template Name* - Enter a unique name for the template.
  2. Comments - Briefly describe the usage of the template.
Field List
The field list in the right pane contains two tabs: Available Fields and New Fields.
  1. Available Fields - Contains default and additional fields configured in the application that are not used in the canvas. Drag any field from this list to the canvas.
  2. New Fields - Contains various field types that you can use to create additional fields instantly for the solution template. To create a new field, drag a field type to the template canvas and add the required details.
  3. Based on the selected field type, the field properties vary.
  4. You can create additional fields under Setup > Customization > Additional Fields > Solution.
You can also add sections to the template from the right pane. Use the New Section button to add sections to the template and group the fields within the section.
Canvas
The canvas contains various fields that are vital in capturing information about the change. Some fields are system-defined.
To customize sections added to the canvas,
  1. By default, sections are untitled. Click on the left corner of the section header to name the section.
  2. Hover over a section and click to set the following section properties:
    1. Number of Columns - Choose if you want the section to have one or two columns.
    2. Label Orientation - Choose if you want the field labels to be aligned on the left, top, or right to the input boxes.
    3. Collapsed State - You can choose to collapse sections automatically while loading the form. This property can be defined only if the section is named.
    4. Click Delete Section to remove the section from the template. The fields in the section will be moved to the field list on the right pane.
  3. Click on the section header to drag the section anywhere in the canvas.
To customize fields added to the canvas,
  1. Hover over a field to define the field properties.
    1. Click to mandate the field and allow requesters to view/set the field value.
    2. Click to remove a field from the template.
    3. Click or on the either sides of the field to adjust the field width.
    4. Use to move the field within or across sections.
  2. Specify values in the field to set default values.
 
Info
Hard-coded fields  or sections containing hard-coded fields cannot be removed from the template. However, you can move these fields to other sections before deleting a section.
Click Save.
 

 

List View Actions         

You can manage the solution templates from the list view page and perform the following actions:
  1. Edit/Delete/Copy/Enable/Disable Templates - Use the icon to edit, delete, copy, enable, or disable a template. You can also use the Copy Template button on the toolbar to copy a template.
  2. Mark Template as Default - Set the frequently used template as default template by clicking icon next to the template name.
  3. Search Templates - Use the icon to search through templates based on a criteria. Add the criteria, value, and click Enter. After the results are displayed, you can add multiple search criteria using the icon or click on the existing criteria to edit it.
  4. Customize List View - Limit the number of templates and define the sort order of the templates displayed in the list view using icon .
  5. Status: Enable or Disable a template using the status toggle.
Info
You cannot delete or disable the default template.



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