Group Templates

Project or Group Templates are created by Supervisors as a means to group related Quick Call templates. For example, a Group Template could be created for when a new employee begins work at an organization. The new employee will need a new PC, an email account, a Username and password etc. Rather than creating a separate request for each task, a Group Template could be created including all the Quick Call requests.

Group Templates are available to any User within the system.

Creating a Group Template

To create a new Group Template:

1. Select Home>Group Templates

2. Click New
   The Group Template editor displayed.
   
   

Specify the following information in the New Group Template page:

• Group Name: Specify a name for the group template.

• Item Type: Search and select an Item Type the group will be based on, if required.

• Priority: Select the priority for the group template.

• Notification: Select the mode of notification

• Access: This field indicates if a customer has access to the Group templates.
  After selecting this field, the Components and Creation options are displayed.

  Components: This field indicates how individual quick calls that are part of the group template can be used:

• Selected: If this option is selected, then the user can choose one or more quick calls from the group template.

• All: If this option is selected, then the user has to use all contained quick calls in the group template.
  By default, All is selected.

Creation: This field indicates how requests will be created for the group template.

• In Sequence: If this option is selected, then the first request [quick call]within the Group Template is created, and when the first request is Closed, the next request within the template is automatically created, and so on until all requests [quick call] within the template have been created.

• On Save: If this option is selected, then all requests [quick call] included in the Template are created at once when the group template is used.
  By default, On Save is selected.

If the In Sequence option is used, the first task within the Group Template is created when the template is selected and saved by the Customer. When the first task is Closed, the next task within the template is automatically created and so goes the auto-creation process until all tasks within the template have been created and closed in sequence.

When the On Save option is selected, all tasks included in the Template are created in the system when the Customer saves the Group Template in the Customer Portal.

3. Enter a Description

4. Click Save
   The Group Analysis tab is displayed. The User is required to create Task templates or Quick Calls for the Group Template
   
   

5. Assign a pre-existing Quick Call by selecting options displayed beneath the dashed line and selecting the Add button

6. Create new templates by selecting New Quick Call in the drop down list.
   The Quick Call editor is displayed.
   
   

7. Enter Quick Call details and Save
   For more information about configuring Quick Call templates, see: Quick Calls.

If the system requires an Item to be assigned to a Quick Call template, assign the Unknown Item and the new Item details can be further refined when the Task becomes active in the system.

8. Continue to create additional Task templates, as required

9. When all relevant Quick Call templates have been created for the Group Template, click Done.
   
    

10. To change the order of requests in the Tasks list, select the checkbox beside the Order ID and use the  buttons.

Applying Group Templates

See: Incident Groups or Change Groups for more information on applying a Group Template.