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How to: Use a case as a template

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Description

An existing case can be used as a template for creating a new case. Using a template means that details about an existing case are used as the basis for a new case. Cases created through an existing case automatically include many details, such as the case details, case members, activities & phases, resource allocations (add-on), pricing, work types & products, products and files & links. These details are included by default but can be edited or removed. The details of a new case created from a template should always be reviewed and adjusted accordingly.

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Create from existing case

To create a case through an existing case, open a case, and click Create copy on the title bar of the Details section.

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Choose template when creating a new case

To choose an existing case as a template when creating a new case, open Template section and search the case you wish to use as a template by typing the case name in the Case field.

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Case details

All the other case details are copied from the template case except case name, case short name and start date. Change the proposed information to match the needs of the new case. You can change the account of the case by clearing the existing account and typing a new account name into the field. When account is changed, account contact and billing address is cleared.

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Sales

Sales is not copied from the template case but it can be defined when copying the case.

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Case members

Case members are copied from the template case. Remove or add members if necessary.

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Activities & Phases

To copy all phases and activities, keep the "include" checkbox marked for Activities & Phases section. Clear the checkbox, if you don't wish to copy this section. Alternatively you can choose to include only some phases or activities using the checkboxes on each row. When phases are copied, default work types, start dates and deadlines of phases are not copied. After case has been copied, remember to edit each phase and set the correct dates. Work estimate, phase members and activities with deadlines are copied as they were on the template case.

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Resource allocations (add-on)

If your organization is using resource allocations add-on, also resource allocations from the template case can be copied. Keep the Include checkbox marked if you wish to copy allocation, or clear the selection to not include allocations.

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Pricing

You can copy the pricing from the template case. Keep the Include checkbox marked if you wish to copy pricing, or clear the selection to not include pricing.

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Work types & Products

You can copy the work type & product settings from the template case. Keep the Include checkbox marked if you wish to copy this section, or clear the selection to not include it.

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Products

You can copy all pr some of the products used on the template case. Keep the Include checkbox marked if you wish to copy all products, or clear the selection to not include them. Alternatively choose individual products using the checkbox after each row.

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Files & links

You can copy the files & links from the template case. Keep the Include checkbox marked if you wish to copy this section, or clear the selection to not include it.

Click Save button at the bottom of the page to create the new case.

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For more information, please see related case articles such as Case: Customer vs. Internal, Update a case, Add a phase or Edit case members.

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