Managing template groupings
Issues can be created quickly using templates. These templates are categorized in groupings: to create a template, you must create its grouping first.
A grouping can contain one or multiple templates and is used to organize these templates depending on user-defined categories. A grouping must be selected to display and use its templates.
A user who creates a grouping becomes its owner. The grouping is not displayed to other users, unless it is shared with them.
Templates and groupings are managed from the same screen. This screen also enables users to create new issues using templates. To open the New issue screen, go to Help Desk > New issue from template from the top menu.
Creating groupings
| 1 | In the New issue screen, click on  in the Groupings section. |
The creation window opens.
| 2 | In the creation window, fill in the following fields: |
| Field | Description |
|---|---|
| Code |
Enter a code to identify the grouping. This code must be unique. If the automatic numbering is set up for groupings, this field can be left empty because the code will be determined automatically when the grouping is created. |
| Color |
Click on the field to select a color. The color selected will be used as a background color for the grouping and for all its templates. Click on |
| Valid until |
Enter a validity end date. After this validity date has passed, the grouping will be automatically archived. |
| Label | Give a name to the grouping. |
| Linked work groups |
This section is used to share the grouping with one or multiple work groups. It makes it possible to share the grouping with all the work group members at once, without having to link each employee individually. For more information, refer to Sharing groupings. To link a work group, select the desired group from the help list of the Work group field. The linked group is displayed in the table of the Linked work groups section. To remove a linked work group, select it from the table then click on Work groups are groups of employees, gathered together because they belong to the same team or work on the same projects. Work groups can be assigned to specific tasks to process issues. |
| Linked employees |
This section is used to share the grouping with one or multiple employees. For more information, refer to Sharing groupings. To link an employee, select the desired employee from the help list of the Employee field. The linked employee is displayed in the table of the Linked employees section. To remove a linked employee, select it from the table then click on |
to remove the selected color.
.| 3 | When the fields are filled in, click Validate. |
The grouping is created and displayed in the Groupings section.
Sharing groupings
A grouping can be shared with one or multiple Linked work groups or Linked employees. When a grouping is shared with other employees, it enables them to:
- view the grouping;
- create new issues from the templates included in the grouping.
However, employees cannot edit, archive and delete groupings that are shared with them, unless they have the DMF 142625. They also cannot use these shared groupings to create new templates, or to edit, duplicate and delete the templates included.
Note
A grouping shared by another user can be easily identified: the grouping is displayed in italic font and the owner's user ID is added in brackets.
Editing groupings
| 1 | In the New issue screen, right-click on the desired grouping in the Groupings section, then click Edit grouping. |
The edit window opens. The fields available are the same as the fields for Creating groupings.
| 2 | In the edit window, change the desired fields then click Validate. |
The grouping is updated.
Selecting / Deselecting groupings
When a grouping is selected, the templates included in this grouping are displayed in the Templates section. If multiple groupings are selected, the templates are categorized in sub-sections that show each grouping's name and background color.
If a grouping is not selected, the templates included in this grouping are hidden from the Templates section and cannot be used.
To select a grouping, check the grouping's corresponding box in the Groupings section of the New issue screen. To deselect a grouping, uncheck its box.
Archiving groupings
Note
A grouping with no templates included in it cannot be archived, it can only be deleted.
Archiving groupings enables users to hide a grouping without having to delete all the templates included in it.
When a grouping is archived:
- by default, it is no longer displayed in the Groupings section;
- its templates are not displayed in the Templates section;
- it cannot be used to create new templates.
To archive a grouping:
| 1 | In the New issue screen, right-click on the desired grouping in the Groupings section, then click Archive grouping. |
| 2 | Confirm the archiving. |
The grouping and its templates are no longer displayed by default.
To display archived groupings again, click on 
in the Groupings section. Archived groupings are grayed out but can still be used. If an archived grouping is selected, its templates are displayed again in the Templates section.
To cancel the archiving of a grouping:
| 1 | In the New issue screen, right-click on the archived grouping in the Groupings section, then click Edit grouping. |
The edit window opens.
| 2 | In the edit window, remove the Valid until date or enter a date in the future, then click Validate. |
The grouping is no longer archived.
Deleting groupings
Important
Deleting a grouping cannot be reversed.
Note
A grouping with templates included in it cannot be deleted, it can only be archived.
| 1 | In the New issue screen, right-click on the desired grouping in the Groupings section, then click Delete grouping. |
| 2 | Confirm the deletion. |
The grouping is deleted.
