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Template Policies

Template Policies define rules about which templates can be used, when, and by whom. They enforce process consistency across your organization.

What are Policies?​

Policies control:

  • Who can use which templates
  • When certain templates are mandatory
  • Field requirements per case type
  • Approval workflows
  • Data validation rules

Policy Types​

Mandatory Template​

Require specific template for certain case types.

Field Enforcement​

Make fields required based on:

  • Case type
  • Priority level
  • Assignment
  • Other field values

Role-Based Access​

Control template access:

  • Project Admin can use all templates
  • Case Manager limited to standard templates
  • Case Worker uses pre-assigned templates

Quality Gates​

Enforce data quality:

  • Validation rules
  • Completeness checks
  • Approval requirements

Creating Policies​

  1. Navigate to Project Settings
  2. Go to Template Policies
  3. Click New Policy
  4. Define:
    • Name and description
    • Applied to (case types)
    • Rules
    • Enforcement level

Policy Examples​

Customer Support​

When case type is "Customer Inquiry"
- Template "Standard Support" is mandatory
- Fields required: Customer Name, Issue, Contact Info
- Auto-assign to Customer Support queue
When case type is "Contract"
- Template "Contract Review" is mandatory
- Requires legal review approval
- Fields required: Contract Type, Value, Deadline
- Escalate if value > $100,000

Best Practices​

  • Create policies that support your workflow
  • Document why each policy exists
  • Review policies quarterly
  • Communicate changes to team
  • Use policies to enforce quality
  • Allow exceptions only through escalation

See Also​