Edit and share case templates
Update existing case templates, make copies, or move them between spaces and deployments. Changes to a template only affect cases created after the change. You can also edit or delete fields in the field library.
- Your role must have the Manage templates sub-feature privilege for Cases. Refer to Control access to cases.
- Understand what's in a template.
You can edit, clone, or delete a template from the Templates page at any time. You can also turn a template off to hide it from the case creation flow without deleting it.
- Find Cases using the global search field, then open Templates.
- From the templates list, edit, clone, delete, or disable the template you want to change.
While you're editing, your changes are saved as a draft so you don't lose your work. Select Reset to discard the draft and return to the last saved version.
Field library entries are managed on the Field library page, separately from templates.
- Find Cases using the global search field, then open Templates > Field library.
- Open the field you want to change, edit its YAML, then save. Or delete the field if it's no longer needed.
Changing a library field updates the definition for templates that reference it. Deleting a reusable field that's still referenced by a template can break that template until you remove or replace the reference.
To share a template with another space or deployment, or to back it up, export it from the Templates page. To add templates from an exported file, click Import, upload the file, then choose which templates to add to the current space.
Import and export apply to templates only. Field library entries aren't included. If a template references reusable fields, those fields must already exist in the destination field library (with matching name values) before or after you import the template.