Case Template
A case template contains the information to be collected from cases and the display format of the information, including the format of the page displayed during case creation, modification, or query. You can define the fields to be displayed in the case template and the layout of the fields.
Prerequisites
- The Case 2.0 feature has been enabled for the tenant space.
- You have the Case Configuration permission.
Procedure
- Sign in to the AICC and choose .
Figure 1 Case Template
- Click . On the Create page, enter an OU, a template name, and the template description, and click Save.
Figure 2 Create page
- Click Configure corresponding to the new template to access the view page and add content. If a customized field is set as a mandatory field, you must add the customized field to the creation view.
Figure 3 View page
- Click
to save the content. Click 
to preview the content.
Save the content after adding a field to the creation view to prevent the content from being lost. For example, after adding field A to the edit view, if you do not save the content before previewing it, field A will be lost.
- (Follow-up operation) Enable a case template so that you can reference it when configuring a case content template and synchronize it to the Metadata Management page.
Figure 4 Synchronizing a case template to the Metadata Management page
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