Rich text templates added to the Web Admin Suite (#663553)

The Web Admin Suite has been extended by the new page Rich text templates in the Business logic menu. It allows to manage text templates, which were previously kept on the Text templates page of the Web Client.

The page is accessible for all users who have either permissions to administrate the full system or to manage templates.

The Text templates link in the main menu of the Web Client now links to the Rich text templates page of the Web Admin Suite.

New features

The following new features have been added to improve the usability of the rich text templates:

• Managing template groups: It is now possible to create, edit and delete template groups and subgroups using the Manage groups button. In addition, template groups can now be localized. When a user selects a template in the Web Client, the group names are displayed in the user's browser language. Therefore, fewer template groups are needed, as you do not need to create an own group for each language anymore. Instead, you can add templates with similar content but different languages to the same group.
• Usage indication: The Usages tab in the template details shows the incoming references (template used in queues, scripts and other templates) and the outgoing references (data fields and other templates used in the template) of the template. If the user has general administrator permissions, he can click the chip icons to navigate to the referenced entities.

Modified features

The following features have been modified to improve the usability of the rich text templates:

• Attachment upload: The header of the attachment upload section now indicates the allowed file extensions, so that the user can directly see which kind of files can be added to the template.
• Standard templates: The user can now click the Set standard templates button to see the defined standard templates and modify them. The restriction that only templates without manual elements can be used as standard template has been removed. Standard templates have a green badge in the overview table.
• Variables: Variables are now inserted from the modal window Insert variables which includes a search field to quickly locate the desired variable. For data fields, both the localized and the technical names are shown. The queue and customer group filters allow to show only case fields available in a certain queue or contact fields available in a certain customer group. Lists and their child fields are not available because they do not work out-of-the-box. In the editor, the variables are displayed with a grey styling and an X icon to remove them.
• Workflow usage: It is not possible anymore to indicate that templates are available in workflows. Instead, templates which include manual elements, such as text blocks or variables for manual user input, now have a red badge in the overview table indicating that they are for manual usage only. In addition, there is a yellow info box explaining this limitation in the Settings and Content tabs.
• Permissions: The restriction that only users who have full administrator permissions are allowed to edit templates of the type Script has been removed.
• Release: The templates do not have a release field anymore because it was hardly used.

Wording improvements

The already existing Templates page has been renamed to Technical templates in order to clarify its purpose and distinguish these templates from the newly available rich text templates. The terms "rich text template" and "technical template" are used across the entire application to refer to templates managed on the Rich text templates or Technical templates pages.

On the Sorted lists page, the checkbox to make a list available in rich text templates has been renamed from Template enabled to For use in variables in rich text templates to make its meaning clearer.

The library of markers is now called "insert variable". Several entities have been adjusted to the generally used wording in the Web Admin Suite. Enum and string parameters are now called "variable for selection from enumerated list" and "variable for text input" respectively to better convey their meaning.

Scripting changes

The method getRelations() from the class TemplateSource has been deprecated. It is replaced by the method getRelationsForTemplate(TemplateSource pTemplateSource) in the class TemplateService, which correctly handles references after changing the template language or type.

Web Client changes

The following changes have been made to the text template administration in the Web Client.

Fallback

If you detect serious problems with the rich text template administration in the Web Admin Suite, you can set the page customization attribute manageTemplateLinkFallback of the type navigationLinks to true, to restore the old text template administration in the Web Client.

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This fallback will be removed in the next major release.

Localized name for templates

The field Localized name has been added to the template details on the Text templates page of the Web Client. It allows to define a user-friendly name which is shown in the template selector in cases and in the library of markers in the template administration. This improves flexibility regarding the choice of the technical names for templates, as they can now be hidden from the end users.

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The localized name is optional. If it is not set, the technical name is used instead.

Release field optional for text templates

The Release field for rich text templates is now optional, so that is it not required anymore to enter a release when creating a template.

Library of markers streamlined

The library of markers which is shown when editing templates on the Text templates page of the Web Client has been modified to simplify the selection of other templates. The available templates are now filtered, so that only includes, scripts and text blocks whose language matches the one of the template can be selected. This ensures that all templates in a chain have the same language. In addition, the language indications for includes, scripts, and text blocks has been removed because it is not needed anymore.

Use as template feature removed

The Use as template option available for users with Manage templates permission in the Action menu of outgoing email entries in the case history of the Web Client has been removed because it was hardly used and is incompatible with the changes from Rich text templates added to the Web Admin Suite (#663553).