Overview
Unlike Inquiry Templates and Workflows, Case Templates do not have versions. Any change takes effect as soon as you click Save; there is no publish step.
| Persona Object | Object ID syntax |
|---|---|
| Case Template | Begins with ctmpl_ |
Change Behavior
When you edit a Case Template, updates are immediately applied across all areas where that template is used. There is no draft process or staged publishing.
- Updates take effect at once for all Cases that use the template, both new Cases and Cases that already exist.
- All Cases that use the template, including open Cases, show the new layout, fields, statuses, and actions the next time someone opens them.
- There is no ability to track previous versions or undo changes after they are saved.
Fields and statuses
Some changes affect the data on existing Cases:
- Deleting a field: You must deactivate a saved field before you can delete it. Deactivating a field keeps its data, and you can turn it back on with Activate Field. The field key stays reserved until you delete the field. To delete a deactivated field, click Delete Field and type the field key to confirm. Deleting a field permanently removes its values from every Case, and this cannot be undone.
- Converting a field: Before you convert a field, the editor shows the total number of records and a preview of how sample values convert. The field is unavailable while the conversion runs. If the new type cannot hold every value, values that cannot convert are cleared or set to a default value, and this cannot be undone. For these conversions you can also click Download a backup to have a copy of the field data emailed to you.
- Statuses: A status that you have already saved can be deactivated but not deleted. Deactivating a status is permanent: you cannot reactivate it. Cases that are already in the status stay in it, and you can still move them to another status if a transition to that status exists. You can no longer move Cases into the deactivated status, and Workflows that use the status stop working.
Deactivate a template
To stop new Cases from using a template, choose Deactivate. You can no longer create Cases with the template, and the template shows as Inactive. Existing Cases that use the template are not changed. Remove the template from your Workflows before you deactivate it. To use the template again, choose Activate. You cannot edit an inactive template. Deactivating does not check your Workflows for you, so Workflows that still create Cases with this template will fail.
No Version History
Case Templates do not maintain a version history. Changes are permanent once saved. Carefully review and validate updates prior to applying changes.
To try a large change safely, use Clone on the Cases > Templates list to copy the template, then edit and test the copy. To check the layout with real data before you save, open the … menu and click Preview with Case.
If the template has a problem, the Diagnostics tab of the panel at the bottom of the editor lists it. Some problems stop you from saving.