Configuring Display Templates

This chapter provides an overview of display templates and discusses how to:

• Configure display templates for components.

• Create and copy display template information.

• Create or change display template system data.

Understanding Display Templates

This section discusses:

• Display template architecture.

• Display template families.

• Elements controlled by display templates.

• Delivered display templates.

Display Template Architecture

Display templates enable you to easily control the appearance and behavior of components for various yet specific business needs. In the past, the way to enable a component to work in multiple scenarios was through component cloning and the use of markets. For example, to meet the needs of industry solutions and requirements from both external (the Support application) and internal (the HelpDesk applications) call center settings, the Case component (RC_CASE) would need six different clones. Code maintenance became a costly project for development because the same change had to repeat multiple times for all cloned versions.

The introduction of display templates eliminates the need for component cloning. The purpose is to make the appearance and function of components entirely configurable using templates so that they can potentially be used in any scenario. In the display template framework, only one version of a component exists. This component is a consolidation of all its variants. It consists of all the parts and pieces that can be manipulated. Each implementation that wants to present the component in its specific way creates a display template for the component. Through the display template, you can control the visibility of component pages and fields, alter section and field labels, and apply field-level security and setup options that are available to the component.

A component can be associated with multiple display templates, each of which provides a different presentation of the component, which is adapted for specific needs. Suppose that you set up three display templates for the Case component to be used in the customer support center, the internal IT helpdesk, and the internal human resources helpdesk. You can configure how the component looks and behaves in each operation based upon business requirements. For example, you can disable the Billing page for the two helpdesk display templates if interdepartmental billing is not available, change the Customer Information section label to Employee Information for the help desk display templates, disable the Dispute Information section in display templates that are not pertinent to the communications industry, and so on.

While display templates are typically used as a means to create multiple component versions without the complexity of cloning, you can still take advantage of the framework even when you intend to map a component to just one display template. Use the display template to change section and field labels and manage fields in page sections. Under the framework, they become simple configuration tasks rather than consulting jobs.

PeopleSoft delivers system data for CRM components that support the framework and provides display templates for functional users to configure respective components based on the system data.

Navigation and Security

If you have multiple display templates for a component and want to provide unique menu items on the left-hand navigation menu for adding as well as finding display template-specific component records, you can create a content reference (CREF) for each component (which corresponds to a menu item) and specify the appropriate display template ID in the portal URL of the content reference. When users click a menu item of a component, the CRM system uses the ID that is available in the associated URL to determine which display template should be used to show it.

To make sure that users have access to the right menu items, specify proper permission lists for each content reference.

In addition to page-level access, the display template framework enables you to apply security at the field level through the CRM application security architecture. You can reference functional option code in fields, which determines the field display logic for users—editable or read-only.

See Also

Understanding PeopleSoft Enterprise CRM Security

Defining Display Template General Options for PeopleSoft Call Center

Display Template Families

Use the Display Template Family component (RDT_TMPL_FAMILY) to assign display templates and components to the delivered display template family. This component replaces the Display Template Definition component that was used in previous releases. This component enables you to update a family and create display templates for the family. You can also specify the template that you want the system to use for defaulting purposes.

This component consists of two pages: Family and Component. Use the Family page to add descriptions and comments to the display template family. The header section shows the family information for reference. Each display template can only belong to one family. You can change the description and add comments for the template ID as well as create new display templates. You cannot, however, add new families to the system or delete existing families. You must work with the ones that PeopleSoft delivers.

Use the Component page to define which components can use the template. The top of the page shows the family, description and any comments. Then there is a scroll area that defines the components that can be used with the display template family. The component prompt shows only those components that have been set up with display template system data. Within the scroll area is a grid to enter the templates for that component. You must select one template as the default template for the display template family.

Only the templates that are defined for the template family appear in the list box. If you are adding a new display template for a given component or market, and the component does not support the creation of new display templates, the system displays an error message.

Not all templates for the family need to be used for every component. For example, you may define one template for self-service and a different template for agent-facing components.

To clone an existing display template and assign it to a display template family, use the Display Template Save As page.

These components support the creation of new display templates:

• PROD_DEFN

• RA_CAMPAIGN_DETAIL

• RA_CM_HOME_GRD

• RC_CASE

• RC_CASE_SEARCH

• RC_AGT_CASES_PGT

• RC_CASE_HD_SS_RPT

• RC_CASE_HD_SS_SRCH

• RC_SOLNSRCH_HD_SS

• RC_SS_HD

• RC_CASE_SW_SS

• RC_CASE_SW_SS_RPT

• RC_CASE_SW_SS_SRCH

• RC_SOLNSRCH_SW_SS

• RC_SS_SW

• RO_CAPTURE

Elements Controlled by Display Templates

Use display templates to control:

• Visibility of pages.

• Visibility and layout of page sections.

• Visibility and security of page fields.

• Functionality and setup options that are initiated by display templates.

• The default pages to display when users access the component in the add mode or update mode.

• Labels on fields, sections, and tabs within sections.

Pages and Sections

You can show or hide pages that are selected as component system data and specify which visible page to be the default page when the component is newly created and when it is opened for update.

You can show or hide sections within visible pages and change the section label using either field label or message catalog entries. Each section is predefined in the system data as one of these types: standard group box, standard group box with a grid, fields without a groupbox, expandable, embedded tab and subtab.

Note. You cannot change the order of sections using display templates.

See Configuring Pages, Sections, and Fields.

Standard Sections

A standard section is a type of section that is commonly used. In a standard section, fields reside in a group box.

Fields Without Group Box Sections

For sections of type fields without a groupbox, fields are not grouped together in a group box. This type of section represents a grouping of standalone fields.

Expandable Sections

An expandable section is a type of section. An expandable section has two parts: the top part, where fields are displayed all the time, and the bottom part, which is collapsed unless you expand it. Indicate whether fields that are enabled for expandable sections should always be displayed, or shown only when the collapsible part of the section is expanded.

Embedded Tab Sections

An embedded tab section is a type of section. Embedded tabs are tabs within a group box and must be implemented through display templates. Embedded tabs and expandable sections serve a similar purpose of saving page space by not showing fields that are less frequently used unless users click a link or select a tab to view them.

Indicate which fields should belong to which predefined tab (a field can be shown in more than one embedded tab). Also, indicate which embedded tabs should be displayed and which tab should be shown on top. Embedded tabs are rendered at runtime by toolbars.

See Configuring Embedded Tab Sections.

Subtab Sections

A subtab section is a type of section. Though subtabs are rendered by toolbars, you set them up through display templates. A subtab in a subtab section includes one or more page sections that are defined for that page. At runtime, all subtabs that are pertinent to the page are displayed underneath the toolbar as links. Subtabs are different from other types of section layouts. You cannot make changes to fields in subtabs. When configuring a subtab section in a display template, you control the appearance of each subtab at the section level only.

See Configuring Subtab Sections.

Fields

In addition to page-level access, the display template framework enables you to apply security at the field level through the CRM application security architecture. You can reference functional option codes in fields, which determines the field display logic for users—editable or read-only.

Fields are stored in sections, which can be a standard group box, subtab, embedded tab, or expandable sections. In some cases, the section may have only fields, and they are not in a group box. You can show or hide fields that appear in visible sections, change field label, and apply security using predefined code. Depending on the layout type of the section, additional control on fields applies. For example, when you configure an expandable section, you can decide when a field should appear (always or only when the section is expanded); for a subtab or embedded tab section, you can assign which tab a field belongs to.

See Configuring Pages, Sections, and Fields.

Delivered Display Templates

PeopleSoft provides display templates for all components that are display template-enabled.

Important! If you customize a component that is associated with a display template, the display template will not reflect those customizations, unless the new section(s) and fields are registered in the Display Template System Data component.

Product Definition

PeopleSoft delivers these display templates for product definition:

Marketing

PeopleSoft delivers these display templates for the marketing application:

Telesales

PeopleSoft delivers these display templates for the Telesales application:

ERMS

PeopleSoft delivers this display template for the ERMS application:

Call Center Applications

PeopleSoft delivers these display templates for call center applications:

Field Service

PeopleSoft delivers these display templates for the integrated field service application:

Change Management

PeopleSoft delivers this display template for change management:

Order Capture

PeopleSoft delivers these display templates for the order capture application:

Quality Management

PeopleSoft delivers this display template for quality management:

Sales

PeopleSoft delivers these display templates for the sales application:

Note. When you open an existing lead or opportunity, the Summary page appears by default, as configured in the delivered CORE display template. However, the presentation (availability of sections) of the Summary page is determined by the configuration specified in the Summary Page Setup component, not the display template framework.

See Setting Up the Summary Page for Leads and Opportunities.

Dialog

PeopleSoft delivers these display templates for the dialog component:

Installed Product

PeopleSoft delivers these display templates for the installed product component:

Configuring Display Templates for Components

To create new display templates for a display template family, use the Display Template Family (RDT_TMPL_FAMILY) component.

To configure display templates for components, use the (RDT_TMPL_COMP) component.

This section discusses how to:

• Create new display templates.

• Add new components to a display template family.

• Enable pages and general options.

• Configure pages, sections, and fields.

• Configure subtab sections.

• Configure embedded tab sections.

• Update labels.

• View configured components at runtime.

Important! The association between a display template and its component is controlled by delivered metadata that you can access in the Display Template Definition component. The options on any specific display template are controlled by delivered metadata that you can access in the Display Template System Data component. (This architecture is the reason that customizations to the underlying component are not automatically reflected in the display template.) Making a modification to this delivered metadata is considered a customization and therefore is not supported by PeopleSoft.

Pages Used to Configure Display Templates for Components

Creating New Display Templates

Access the Display Template - Family page (Set Up CRM, Common Definitions, Component Configuration, Display Templates, Display Template Family, Family).

This page displays the description and any comments for the template family. While you cannot add new families to the CRM database, you may update the description and the comments for the family and any display templates associated with the family. The header section shows descriptive information for the family and any comments that were added.

Display Template

This section displays existing display template fields. Display templates are presented in a scroll area. This enables you to create additional display templates for a family. Once you create a display template, however, you cannot delete it.

Add New Components to a Display Template Family

Display Template - Component page (Set Up CRM, Common Definitions, Component Configuration, Display Templates, Display Template Family, Component).

The top portion of this page shows the display template family and description. In the Components section there is a scroll area that shows which components belong to the display template family. This section shows only those components that have been set up with display template system data.

To associate a new display template ID with the component, add a new row in the Components section and select the display template from the Display Template ID drop-down list box. The system displays only those templates that are defined for the family. You must select one display template as the default template for each component in the family.

Enabling Pages and General Options

Access the Display Template page (Set Up CRM, Common Definitions, Component Configuration, Display Templates, Display Template Details).

You can review a list of system-delivered display templates in the Display Template Details component. Select a display template from the list and use it to configure the corresponding component.

Pages

This grid lists the pages that are configurable for the component.

General Options

This grid presents the features and functionality that are enabled in the data definition of the component system. The list varies depending on the number of feature options that are enabled for a given component. Typically, you select a value for each listed option. For example, select the configurable search ID from the Value drop-down list box if you plan to use configurable search for a given display template and component combination; or select the appropriate application class extension if the system should perform some application-specific logic when a certain user event takes place. This grid does not appear if IT administrators have not enabled any general options in the component's system data to be configured through display templates.

In addition to some of the common options that are applicable to all components, such as the 360 degree version and BO search adapter, this grid also includes options that are specific to certain components. For example, these general options are specific to the Installed Product component:

• Site Without Customer: Select Yes to allow installed products to be created for sites with or without parent customers. If this option is enabled, and the site you select for a new installed product happens to be a standalone site (that is, not associated with a customer), the system automatically changes the value of the customer to Anonymous User on the installed product. Now, if you want to select another site, the site search presents all the sites that are not associated with customers under the same setID.

  Select No to not allow installed products to be created for sites without customers. An error message appears if you select in an installed product a site that does not have a parent customer.

  This option is not applicable to installed assets, therefore, it is unavailable to the delivered CORE_IP_ASSET template for installed assets, which is created under the RC_HELPDESK family code and RF_INST_PRODUCT component.

• Asset Integration: Select Yes to enable asset integration with PeopleSoft Enterprise Financials. If this option is enabled, these field must be enabled in the display template: Serial ID, Asset Type, and Asset Subtype.

  This option is only applicable to installed assets, and it is available to the delivered CORE_IP_ASSET template for installed assets, which is created under the RC_HELPDESK family code and RF_INST_PRODUCT component.

Similarly, for the Case component, you can select which toolbar should be used on the case, as well as which application usage should be used to filter the task templates to display on the case.

See Enabling Pages and General Options.

Configuring Pages, Sections, and Fields

Access the Display Template - Page Definition page (click a page link in the Pages grid on the Display Template page).

Note that the last sample page shows an example of an embedded tab section in another component for display purposes. It is not the continuation of the page that is shown in the first four sample pages.

Sections

This grid lists all the sections of the component that are available to be configured by display templates, except for the subtab section (if applicable). Use the Enable check box to show or hide a component section at runtime. Clicking the section label link enables you to change the section label. You can select the label from existing field labels or message catalog entries (you can also create new message catalog entries).

Sub Tab Sections

This grid lists all fields that are defined in the subtab section. Each page can have the maximum of one subtab section. The subtab section is rendered by the page's toolbar. Columns on the left-hand side with check boxes represent the subtabs (links) that are enabled within that subtab section. A maximum of 10 subtabs can be in a subtab section as component system data, which means that you can potentially have 10 columns in this grid if they are all enabled in this display template.

For any page field (typically group boxes, sometimes actual fields) that is displayed in the grid, select the subtab in which it resides. A field can appear in many tabs or none at all. This grid does not appear if no subtab section is defined for the page.

At runtime, each subtab of a subtab section appears as a link underneath the associated page name. If the Go To field is available, you can navigate to different subtabs in different pages.

Expandable Sections

This grid shows a list of fields that are specified for the expandable section as component system data (refer to the third sample page).

Standard Sections and Fields Without Group Box Sections

You can select which fields to appear in a Standard Group Box or Standard Group Box with Grid section and change their field labels. The grid indicates the order in which the fields are displayed. You also can apply field-level security by referencing functional option code as necessary. This applies to fields without a group box sections as well.

Embedded Tab Sections

This grid shows a list of fields that are specified for the embedded tab section as component system data. Columns on the left-hand side with check boxes represent the tabs that are enabled within that embedded tab section in the Display Template - Section Embedded Tab Definition page. As with subtab sections, you can have a maximum of 10 tabs in an embedded tab section as component system data, which means that you can potentially have 10 columns in this grid if they are all enabled in this display template.

You can select a page field to be placed in more than one embedded tab, and update the page field label if applicable.

Additional Fields

See Also

Understanding the Configurable Toolbar

Configuring Subtab Sections

Access the Display Template - Page SubTab Definition page (click the Modify SubTabs link on the Display Template - Page Definition page).

SubTabs

See Also

Understanding the Configurable Toolbar

Configuring Embedded Tab Sections

Access the Display Template - Section Embedded Tab Definition page (click the Modify Embedded Tabs link on the Display Template - Page Definition page).

This grid lists the tabs of the selected embedded tab section that are configurable through display templates. Select one among the enabled tabs to be the default tab that shows whenever the embedded section is presented in the component. You can rearrange the tab order and update the tab label if applicable.

Updating Labels

Access the Display Template - Label Definition page (click the section label link, field label link, or tab label link on the Display Template - Page Definition page, Display Template - Page SubTab Definition page, or Display Template - Section Embedded Tab Definition page).

Create a New Label

Enter up to a 100 characters to create a new label, then click OK.. The system changes the label link on the section page to match the new text. This field is spell-check enabled.

Select An Existing Label

Select the source of the label text: either Field Label or Message Catalog. For the Field Label option, select the label ID and type. For the Message Catalog option, select the message set and message number. Click OK when you are finished.

Note. If No Label appears in a section or field label as the label value, the corresponding page field does not have a specific name when it was defined in Application Designer and therefore the label is not editable in display templates. For example, frames do not always have labels.

Viewing Configured Components at Runtime

Access a component that is configured by display templates.

The page samples shown here illustrate how the four types of sections, which were configured in previous parts of this chapter, appear when they are rendered by the system. These sections include:

• Subtab sections

• Expandable sections

• Standard sections

• Embedded sections

Creating and Copying Display Template Information

This section discusses how to create and copy display template Information.

Page Used to Create and Copy Display Template Information

Create and Copy Display Template Information

Access the Display Template Save As page (Set Up CRM, Common Definitions, Component Configuration, Display Templates, Display Template Save As).

Source Template

Select the family, display template ID and component from which you want to either create a new display template or copy information to an existing template.

New Template

Creating or Changing Display Template System Data

This section discusses how to:

• Enter or change component information.

• Enter or change page information.

• Enter or change section information.

• Enter or change tab information.

• Enter or change field information.

• Enter or change system data information.

Warning! If you make any changes to the display template system data that PeopleSoft delivers, it is considered a customization. if you create new system data using the pages in this component, it is also considered a customization.

Pages Used to Create or Change Display Template System Data

Entering or Changing Component Information

Access the Component page (specify transaction reference and general option information related to the component that you want to appear on a display template for the component).

Transaction Reference

Enter the transaction record and transaction field for the component.

The system uses the Transaction Record and Transaction Field in the CRM_CREF_Transfer application programming interface (API) as a parameter if the Display Template Family Code is not passed in the API.

General Options

Entering or Changing Page Information

Access the Pages page (Set Up CRM, Common Definitions, Component Configuration, Display Templates, Display Template System Data, Pages).

Click the Select Pages button to add or change the pages that you want administrators to see on the Display Template page for this component. Use the Sort Order field to indicate the order in which you want the pages to appear in the Pages group box on the Display Template page.

Note. Hidden and secondary pages cannot be controlled using the Display Template Configuration.

Entering or Changing Section Information

Access the Sections page (Set Up CRM, Common Definitions, Component Configuration, Display Templates, Display Template System Data, Sections).

Section ID	Enter the name of the section ID that you want the system to display on Display Template - Page Definition page.
Sort Order	Enter a number to indicate what order you want the Sections to appear on the Display Template - Page Definition page.
Layout Type	Select one of the values that appear in the drop-down list box to indicate how you want the fields in the section to appear on the page for the component. The page displays a new set of fields based on your selection. Values include: Embedded Tabs: If you select this option, the system displays the Record or Page Field Name and the HTML Field fields . Expandable Section: If you select this option, the system displays the Icon to Change State, Hyperlink to Change State, Group Box - Expanded Section, Label to Show Details, and Label to Hide Details fields. Fields without Group Box: If you select this option, the system only displays the Comments field. Standard Group Box: If you select this option, the system displays the Record or Page Field Name and the Comments fields Standard Group Box with a Grid: If you select this option, the system displays the Record or Page Field Name and the Comments fields This applies for sections in which a group box contains a grid, and allows the user to determine the grid label. When users configure the label for this type of section on the Display Template Details page, the selected label will apply to the first grid within the group box, and the group box itself will not display a label. Sub Tabs: If you select this option, the system only displays the Comments field.
Application Class ID Reference	Enter the application class ID that you want to use for the embedded tab and sub tabs layout types.

Entering or Changing Tab Information

Access the Tabs page (Set Up CRM, Common Definitions, Component Configuration, Display Templates, Display Template System Data, Tabs).

Tabs

Entering or Changing Field Information

Access the Fields page (Set Up CRM, Common Definitions, Component Configuration, Display Templates, Display Template System Data, Fields).

Sort Order	Enter a number to indicate the order in which you want the record or page field names to appear.
Record or Page Field Name	Displays the record or page field name that you selected from the Selected Fields page. The system displays these fields in the Section Information group box on the Display Template - Page Definition page.
Select Fields	Click this button at access the Selected Fields page. This page provides a list of available fields that you can select from. It includes the label text, field type, record, field name, page field name, sub panel name, occurs level, level 1 record, level 2 record, level 3 record, and grid column information for the fields.

Entering or Changing System Data Information

Access the System Data page (Set Up CRM, Common Definitions, Component Configuration, Display Templates, Display Template System Data, System Data).

For each group box, select the owner of the system data options that you entered on the other pages, either PeopleSoft, Customer, or PeopleSoft / Customer. Then select the industries or markets to which you want to copy the settings and click the Copy setting to all records button.