Configuring templates

Efficient issue management keeps workflows consistent and problems resolved in an organized way. Issue templates help by automating actions and data entry, ensuring all cases follow the same structure. They reduce manual work, minimize errors, and give managers flexibility to adjust actions or details when needed. Using templates improves both efficiency and collaboration, making sure every issue is handled through a clear, reliable process. Whether creating or editing, templates provide a solid foundation for tracking and resolving issues effectively.

Template types

A type manager or issue manager can create one or more workflow actions for a template. Create a template with data that you can modify.

Adding a template to an issue

A type manager can set up a template to automatically apply to an issue created in a particular type.

Configuring a template

These steps provide high-level instructions for configuring a template.

From the Platform home page (www.diligentoneplatform.com), select the Issue Manager app to open it.

If you are already in Diligent One, you can use the left-hand navigation menu to switch to the Issue Manager app.
From the Issue list, select the More options icon on the top right, and then select Settings.
Select Templates and then select Add template.
Note
The mandatory fields are marked with asterisks.
Enter a unique name for the Template title.
Under the Add issue section, select the Issue type and Issue subtype from the dropdown.
Under the Manage issues section, enter the following requirements:

Field	Description
Manager	Responsible for managing issues within a type, configuring actions, closing them, and serving as the issue owner.
Severity	Select the appropriate severity level: Low, Medium, High, or Critical. Custom levels may also be available if defined by your admin.
Owner	Responsible for owning and managing specific issues, configuring actions, closing them, and serving as the issue manager
Due Date	Specify the date by which the issue must be closed.
Approver	Reviews completed issues to approve or decline them, closing approved ones or allowing declined actions to be revisited, while viewing timeline events and attaching files during the process.
Related org unit	Specify the individuals, teams, applications, or systems affected by the issue. Use keywords or identifiers to filter and select related org unit.

Under the Workflow section, select anyone of the options to setup the template workflow.
Select Add to add new template.

Editing templates

You can edit an existing template. Editing a template does not affect existing templates created for the same type.

From the Platform home page (www.diligentoneplatform.com), select the Issue Manager app to open it.

If you are already in Diligent One, you can use the left-hand navigation menu to switch to the Issue Manager app.
From the Issue list, select the More options icon on the top right, and then select Settings.
Select Templates and then select the template that you want to configure from the list.
Make your desired changes and then select Edit.