Note:
When a case is locked, the template cannot be edited. The user can click on the template and the template details open, but the Fill Out button is disabled.
To edit a template, follow the steps listed below.
- Select a case from the case inbox.
The case details are displayed.
- From the Case Summary section or the Resources tab, click on the template attachment.
Note:
You can edit only non-finalized templates.
- Click Fill Out to edit the fields.
- Update the fields as required.
When you have completed updating the fields, you have two options to save the template:
-
Click Save to save the template in an editable state.
You can view the updated template in the Case Summary section and on the Resources tab.
-
Click Save and Finalize to save the template in read-only mode.
The case details screen opens and you can see the progress of the upload in the Case Summary section. On successful upload, the finalized template is also displayed on the Resources tab.
