Updating records using templated information

Select one of the templates to add standard information to open records to save yourself some work.

Before you begin

Role required: workspace_user

About this task

Templates set field values in the open record to the values specified in the template. For example, the major incident template might set the Impact field in the open record to 1 - High, and the Urgency field to 1 - High. Templates reduce the work you have to do and make actions taken more consistent.

Procedure

1. In Workspace, open an existing record.
2. In the Contextual side panel, click the template icon ().

   The available templates appear.

   

3. From the list of templates, select a template to apply to the open record.

   Field values included in the template automatically populate the record in the Details tab of the form pane. Workspace provides a pop up of the updated fields.

   

4. Optional: To undo the changes that were made in the open record when you selected the template, navigate away from the form without saving.
5. Fill in the remaining fields in the Details tab of the Form pane.
6. Click Save to save your progress or Resolve to mark the issue as resolved.

What to do next

Communicate your progress or the solution with the requester.