Configuring templates

Efficient issue management is crucial for maintaining workflow consistency and resolving problems systematically. Issue templates provide a structured approach to handling issues by automating predefined actions and data entry, ensuring uniformity across different cases.

By utilizing issue templates, Type managers and Issue managers can streamline the issue creation process, reducing manual input and potential errors. Automatic issue templates are particularly useful when dealing with frequently occurring issues that follow a standardized resolution path. Non-automatic templates allow for flexibility, enabling managers to modify actions or data as needed.

Implementing issue templates not only enhances efficiency but also improves collaboration, ensuring that every reported issue follows a clear, structured process. Whether creating a template or editing an existing one, issue templates provide a dependable foundation for effective issue tracking and resolution.

Template types

A Type manager or Issue manager can create one or more workflow actions a template. You can create an automatic template, or template with data that you can modify.

• Automatic templates are useful when an issue has a single, frequently used type to which the same pattern of actions and data apply.

• To review or refine an issue or its actions before it's initiated, clear the Set as automatic checkbox when creating the template.

Adding a template to an issue

A Type manager can set up a template to automatically apply to an issue created in a particular type.

Configuring a template

These steps provide high-level instructions for configuring a template.

1. From the Launchpad home page (www.diligentoneplatform.com), select the Issue Management app to open it.

   If you are already in Diligent One, you can use the left-hand navigation menu to switch to the Issue Management app.

2. From the Issue list, select the More options icon on the top right, and then select Settings.
3. Select the Templates tab.
4. Select Add Templates.
5. On the Templates page, enter a title for the template.
6. Select the Set as Automatic checkbox or leave it blank.
   1. When an issue is created for a type with automatic flow, the issue is automatically initiated based on that flow template. Information in that flow cannot be edited.
      • A non-automatic flow pre-fills all fields after the issue has been created, but the fields are editable.
      • In the Add Templates section, select a type from the type drop-down menu. Parent types and types group issues to assist in determining Type managers.
   2. Provide the required details in the Manage Templates and Action sections. You can add one or more actions to the Template.
7. Select Save on the top right to save your changes.

Editing templates

You can edit an existing template. Editing a template does not affect existing templates created for the same type.

1. From the Launchpad home page (www.diligentoneplatform.com), select the Issue Management app to open it.

   If you are already in Diligent One, you can use the left-hand navigation menu to switch to the Issue Management app.

2. From the Issue list, select the More options icon on the top right, and then select Settings.
3. Select the Templates tab.
4. Select the template you want to edit.
5. On the Template page, edit the template title.
   1.  Select the Set as Automatic checkbox or leave it blank.
   •  To add data that cannot be modified, select the checkbox.
   • To add data you can modify, clear the checkbox.
   2. In the Templates section, select a type from the type dropdown menu.
   3. Edit the fields in the Manage Template section.
   4. Edit the fields in the Action section. You can add one or more Working with actions to the Template workflow.
6. Select Save on the top right to save your changes.