Templates

Introduction to templates in ConSol CM

Templates are boilerplates consisting of text and variables, which allow to automatically insert data of the current user or case. They are used for emails, comments and attachments. Templates help to keep communication and documents consistent regarding wording and layout, and increase the productivity of the users who do not have to type as much text.

Concepts, terms and definitions

Concept	Other terms	Definition
template		Generic concept which includes display templates, text templates and document templates.
display template	data representation template	Templates which determine the display names of contacts, resources and users.
text template		Template which can be used when writing emails or comments.
document template	Office template	Microsoft Office or OpenOffice file used as a template for CM/Doc.

Available template types

There are three types of templates in ConSol CM:

• Technical templates managed in the Web Admin Suite. These templates are used to create drafts for technical emails and to determines the display names of entities. See Technical templates.

• Text templates managed in the Web Client. These templates are used to create drafts for emails and comments. See Text templates.

• Document templates managed in the Web Client. These templates are used to create documents which are attached to cases. See Document templates (CM/Doc).

The following table lists the available template types:

Type	Storage	Description
Email	Web Admin Suite or Web Client	Used for emails, both manual emails written in the Web Client and automatic emails sent by the workflow. See Text templates for manual emails. Templates for automatic emails are described in Technical templates.
Comment	Web Client	Used when writing comments in the Web Client, see Text templates.
Document	Web Client	Used for Microsoft Office or OpenOffice documents, see Document templates (CM/Doc).
Contact	Web Admin Suite	Determines the display name of the contacts, see Technical templates.
Resource	Web Admin Suite	Determines the display name of the resources, see Technical templates.
User	Web Admin Suite	Determines the display name of the users, see Technical templates.
Password reset	Web Admin Suite	Used for the email which is sent when a user resets his password for the Web Client or CM/Track, see Technical templates.
Representation	Web Admin Suite	Used for the emails which are sent to the affected users when there are changes to representations, see Technical templates.
Assignment	Web Admin Suite	Used for the emails which are sent to the users when they are assigned to cases, see Technical templates.