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Templates

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.

There are three basic types of templates in ConSol CM:

  • Technical templates: Used to create drafts for technical emails and to determine the display names of entities. See Technical templates.
  • Text templates: Used to create drafts for emails and comments. See Text templates.
  • Document templates: Used to create documents which are attached to cases. See Document templates (CM/Doc).

This list shows the template types with their usage:

  • Email: 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: Used when writing comments in the Web Client, see Text templates.
  • Document: Used for Microsoft Office or OpenOffice documents, see Document templates (CM/Doc).
  • Contact: Determines the display name of the contacts, see Technical templates.
  • Resource: Determines the display name of the resources, see Technical templates.
  • User: Determines the display name of the users, see Technical templates.
  • Password reset: Used for the email which is sent when a user resets his password for the Web Client or CM/Track, see Technical templates.
  • Representation: Used for the emails which are sent to the affected users when there are changes to representations, see Technical templates.
  • Assignment: Used for the emails which are sent to the users when they are assigned to cases, see Technical templates.