Action Templates are one of the most-used, and core features of HelpMaster. Having a good set of Action Templates will allow you to configure HelpMaster to realize its maximum potential.
Action Templates are simply pre-made actions that can be used to quickly and consistently update jobs.
Action Template |
Adding an action to an existing job (updating a job) is one of the most common and fundamental things to do when working with a job. When you add an action to a job, you can achieve several things. For example you can...
Action templates allow you to encapsulate each of these functions into a single, ready to use template. Action templates are beneficial because of the following factors.
Template actions can link to job templates, email templates, as well as actual jobs. Linking Action templates to each of these entities are an integral part of creating a complete workflow solution for your workgroup environment.
A job template is used to log a job, and part of the job logging process is to use an action to assign the job, set the job status as well as other information. This is where a template action can be used. When an action template is linked to a job template, the job logging process becomes even quicker and easier - all you need to do is log a job via a job template, and the linked action template will automatically be applied when the action screen appears.
Whenever an action is applied to a job, HelpMaster allows you to send different email to different people. Often you will want to send a client one type of email, and staff members a different type of email. The content of this email is often generic, or repetitive by nature, so rather than typing out the same or similar email every time, you can link specific email templates to an action template for each type of outgoing email. The following diagram represents this.
Multiple Email templates can be linked to a single Action Template. This means that when an Action Template is used, whatever email templates have been linked to that action template will also be used.
Action templates can be used during the log-job process, however they can also be linked to a job after it has been logged. When action templates are linked to jobs in this manner, they become known as "Actions to do" and they appear in the "Links" tab of the job, under the "Actions to do" section.
See also
Other template types
Working with jobs
Template subscription and usability
Template Subscriptions Overview
Setting the default for subscription
Features that use Action Templates
Priority Manager - Actions To Do
Email Manager - Updating an existing job from an incoming email