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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.
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To configure a document template:
Important: You need to include styles in your HTML code using the <style></style> syntax. Document Templates do not support cascading style sheets (CSS).
Note: You must save your work prior to previewing any changes. Workflow only displays the last saved version.
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:
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.