Templates - Types Available
versaSRS contains an extensive templating capability, with options for introducing standard templates at many different levels within the system.
Call Templates allow a user to design typical templates for Calls which they can save and apply again when first logging a Call or editing an existing Call.
Using a Call Template is a very powerful way of quickly logging a new call - enabling you to auto-populate the Call Logging Screen.
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A Call Template may be used to set:
- Primary and secondary contacts.
- Priorities.
- Queues, Skill Groups and Keys.
- Call Type, Received By.
- Problem.
The User may select these templates via the Templates button 
in the Call Details window.
Note: it is also possible to assign a template to a Key Set (Key 1, Key 2, Key 3). The Key Set can define an optional Call template. When this Key Set is assigned to a Call, the User will be asked if they would like to apply the associated Call template.
Note: Call templates can also be Scheduled. versaSRS includes a Scheduling Engine designed to log Calls based on a Call template and associated recurrence pattern. This feature is ideally suited to Customer follow up and reminders for renewals (e.g. maintenance renewal).
Update Templates allow the user to set the text and Call handling for a Call update. This may be an internal email with known distribution email addresses and a completed email text.
Like Call Templates
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An Update Template may be used to set:
- Update Type.
- Call Status.
- Subject and body of the update (in case of email update).
- Recipients (To, Cc, Bcc) (in the case of an email).
- Signature and Closed Confirmation selections.
- Notes.
The User may select an Update Template via the Templates button in the Call Update window.
Task Templates allow the user to set the fields of a Task by selecting from a predefined template.
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A Task Template may be used to set:
- Task.
- Details, Notes, and Resolution.
- Task Type, Status, % Complete, Risk and Due Date.
- Task Custom 1, Task Custom 2, Task Custom 3 and Task Custom 4.
- Assigned To.
The User may select an Update Template via the Templates button in the Task Details window.
See Also
Adding a new Call Template
Deleting a Call Template
Editing a Call Template
Call Templates - Setting against Key Sets
Adding a new Update Template
Deleting an Update Template
Editing an Update Template