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Updated on 12/10/2019
Workflow Documentation
Document Templates
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Document Templates

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The Document Templates feature enables you to create templates that you can use to generate documents with case data that end users can later download and print. You can create templates for documents such as shipping labels, case information sheets, or other business documents, using HTML code. Workflow enables you to use tags and control flow statements in the HTML code, allowing you to create documents with both static and dynamic information. See Document Template Tags and Control Flow Statements for a list of available tags and control flow statements you can use in your code. 

You can also configure visibility settings on the document template, ensuring only users with permissions can access the document. You can then configure a Print Document workflow action with a new or existing template that enables end users to access the document.

We also enable you to generate a document template using scripting. See Document Template Example for more information.

Configure Document Templates

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To configure a document template: 

  1. Click New Document Template, or
  2. Open an existing document template by clicking on the template name, or selecting the Edit action.
  3. Complete or update the form fields as necessary, and assign visibility settings.
  4. Enter your HTML code in the Document Body section. See Document Template Example to view the code of a sample template. See Document Template Tags for more information on using tags in your code. 

    Important: You need to include styles in your HTML code using the <style></style> syntax. Document Templates do not support cascading style sheets (CSS).

  5. Click Back to exit the window without saving your changes.
  6. Click Save to save your changes. Workflow keeps the window open.
  7. Click Preview to preview the HTML code. Workflow displays the result of what end users will see when they view the document.

    Note: You must save your work prior to previewing any changes. Workflow only displays the last saved version.

  8. Click Close to exit the preview window.

Manage Document Templates

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Go to Setup > Case Management > Document Templates to access the configuration workspace where you can create a new document template or edit an existing one.

You can sort the list of existing document templates in ascending or descending order by clicking a header label or Sort icon above the list. You can also do a simple search by entering a keyword in the Search field, or filter by Type and Name properties using the Advanced Options link.

Workflow enables you to perform these actions on existing document templates: 

  • Edit: Enables you to update these parameters: 
    • Document Name: Enter a unique document template name.
    • Document Description: Enter a description. This is an internal description used by administrators. 
    • System ID: A unique identifier, automatically generated when you name an object. You can use this identifier to reference an object in scripts, templates, tags, and through the API. You can change the System ID by selecting the pencil icon. Use caution when changing the ID as it can affect existing scripts associated with the object. For more information, see System ID.

    • Document Visibility: Select one or more permission groups that will have access to the document template.
  • Delete: Enables you to delete an existing Custom type template. You cannot delete a Default or System type template and you cannot undo this action. You can use the Download Data action to save a backup of the template that you can later use to reload the template.

    Note: The Delete action only appears for custom templates. You cannot delete a system template.


  • Details: See the record creation and update details.
  • Download Data: Export data for backup or to import into another tenant. A Workflow Backup file (WFB) downloads with your project. You can then import the file into another tenant using the Migration Manager
  • Show Where Used: Displays the workflows and actions where the form is used. This action only displays on Custom type templates.