Template improvements
The following improvements have been made to technical templates and rich text templates in the Web Admin Suite:
Handling of content deletion improved (#663464)
When removing all the content from a template on the Technical templates page, a confirmation window is now shown and the users can decide whether they want to save an empty template or delete the template. This makes the consequences of delete actions more transparent and enables the general fallback mechanism of using the template in the default language if a language is missing.
Previously, users could only delete templates for all languages at once, and removing the content of a template would leave an empty template. Now, it is possible to delete a template of a specific language, so that the fallback to the default language applies.
Preview for rich text templates (#664046)
It is now possible to preview how a rich text template will look like when used in a specific case. The Preview template button has been added next to the Update button on the Rich text templates page for this purpose. The preview is shown in a modal window. The user can select a case for which he has at least read permissions in the Search for a case to fill variables field to fill out the variables with the case data. The selected case is remembered for subsequent template previews.
If a template of the type Script contains errors, the respective exceptions are shown even though they would not be displayed in the Web Client. This helps the template creator to correct the template.
This feature streamlines the template testing process, making it more efficient and user-friendly for template creators because they do not have to switch to the Web Client for testing.
Variables display improved (#664065)
Variables in rich text templates are now displayed in the language of the template on the Rich text templates page. This makes it easier to read the template because it is displayed in a consistent language.
Using lists and tables in rich text templates (#664072)
It is now possible to select fields of the type List in the Insert variable dialog of the Rich text templates page. When selecting such a field, the Insert script template with table dialog is shown. The user can modify the name and group of the generated template and configure the table columns. By default, all columns which are visible in the Web Client are selected. The user can remove columns, and define their order by clicking Move up and Move down icons. Columns with visibility None can be added if needed. After clicking the Generate button, a template of the type Script is automatically created and inserted into the original template.
This simplifies the process of incorporating tables into rich text templates, as the required script template is generated automatically and only needs to be adjusted in case a different styling is desired.
Tables should be inserted into templates as block elements, i.e. have their own paragraph. You can change the font size and font family of the table content by applying the respective styles to the chip which references the script. Nevertheless, applying other styles such as bold or italics can lead to display issues.
Favorites for templates (#664366)
Favorites are now supported for templates on the Rich text templates and Technical templates pages. Users can mark templates as favorites using the new star icon, making it easier to access frequently used templates via the Favorites group in the menu. It is also possible to sort favorites to the top of the template table.
Usage of system templates (#664642)
The Usage field in the template editor of technical templates on the Technical templates page has been enhanced to show usages as system templates. This ensures that the user can easily identify templates which are used for automatic emails by the core product.
Preview for embedded rich text templates (#665098)
On the Rich text templates page, it is now possible to preview the rich text templates which are added as variables directly within the editor. An eye icon has been added next to the template variable for this purpose. When clicking the icon, a preview of the referenced template is opened in a modal window.
This enhancement streamlines the editing process by allowing users to quickly verify the content of embedded templates.
Editing rich text templates in queues (#665193)
The users can now edit and create rich text templates directly on the Queues page. The following changes have been made:
- Edit icon next to the selected templates
- Option to create a rich text template in the template selector of the fields Template for composing email from case, Template for composing comment from case and Template for composing comment on case creation
- Extension of the create option in the selector of the fields Email template for case assignment and Email template for case unassignment so that the user can choose between creating a rich text template or a technical template.
This feature improves the efficiency of managing rich text templates assigned to queues by reducing the need to navigate away from the Queues page.
Template selection for queues improved (#665206)
The selectors Email template for case assignment and Email template for case unassignment on the Queues page have been adjusted so that only technical templates, and rich text templates which are not intended for manual usage are available for selection. This prevents the user from selecting a rich text template which requires manual input for automatic emails.
Info box for content-based availability of rich text templates (#665368)
The availability of rich text templates in the Web Client depends on the used variables, e.g. if a template contains case fields, it is only shown in queues which have the respective field groups assigned.
The Availability tab of the Rich text templates page has been extended with the info box Availability derived from the variables used in the template content to provide clearer insights into template availability.
The info box calculates the availability based on the case and contact fields used in the template. It has the following colors:
- Red: The template is not available in any queue.
- Yellow: The template is available in the mentioned queues.
- Green: The template is available in all queues.
The info box stating the context-based availability now has the headline Availability according to the context defined below to distinguish it from the new info box.
Addition of context settings improved (#665427)
When adding data fields to the context on the Availability tab of the Rich text templates page, the interface now automatically scrolls to the newly added data field after clicking the plus button.
Autocomplete fields hidden from variable selector for rich text templates (#665892)
Autocomplete fields are not supported in rich text templates. Therefore, they are not displayed in the Insert variables dialog anymore when editing the content of a rich text template on the Rich text templates page.
Better error message when trying to update a template with invalid attachments (#666356)
When trying to create, update or clone a template which contained attachments with non-allowed file types on the Rich text templates page, an error toast stating the cause of the failure is now shown. Previously, there was a general error message which did not help the user to understand the cause of the problem. Enabling or disabling a rich text template is still possible even if there are attachments whose file types are not allowed.
Labels for defining the template context improved (#666397)
The labels for the selectors in the Availability tab of the Rich text templates page have been updated to provide clearer context for users:
- Queues (fixed) -> Restrict to cases in queues
- Data fields (fixed) -> Restrict to cases with data fields
- Queues (overridable) -> Initially restrict to cases in queues (unless Show all is clicked)
- Data fields (overridable) -> Initially restrict to cases with data fields (unless Show all is clicked)