Manage Action Plan Templates

The Manage Action Plan Templates task is used to create or edit templates that include multiple actions that must be completed to close an SR.

In the Setup and Maintenance work area, go to the following:

Offering: Service
Functional Area: Action Plan
Task: Manage Action Plan Templates

Create a New Action Plan Template

To create a new action plan template:

Click Create Template.
Enter a name for the template.
Select the type of business calendar for the duration and end dates of the actions.

Note: The calendar comes from the list of schedules defined under Subscription Management in the Manage Availability page. For more information about calendars, see the Create a Coverage Schedule topic in this guide.
Enter a start date for the template.
Enter an end date for the template (optional).
Check Published to publish the template when it's ready for agents to use.
Enter a Description.
Select a Category. Categories are available only if you set them up in the Manage Action Categories for Action Plan task.
Select a the Context from the list of values. Context values include:
- Article
- Case
- HR Help Desk Request (If you're using the Help Desk offering)
- Internal Service Request (If you're using the Help Desk offering)
- Opportunity (If you're using the Sales offering)
- Service Request
If business units are enabled, select the business unit for the template.
If stripe codes are enabled, select the stripe code for the template.
Select Auto Start to designate the action plan template to start automatically.

Any Templates with this setting, once assigned using the Action Plan REST API, are started either on the next execution of the action plan scheduled job (Monitor Action Plan Actions), or a REST call to refresh the action plan..

Note: You may need to create the action plan with Create_&_Initiate status using the REST API. If you create it using just the Create status, it won't consider it for Auto Start on the REST scheduled job or refresh the REST action call.
Add actions to the template by clicking the Add icon in the Action Flow region of the page.
On the Add Actions to Template page, search for the action to add by entering a name, category, or action type.
Click Search.
From the search results, add an action by clicking the Add icon for the action you want to add.
Now, search and add all the actions you want to place on the template.
Tip:
- You may not see all actions. Actions can be limited by stripe and business unit.
- You can delete actions from the Actions to Add pane by clicking the delete icon.
- You can add the same action multiple times. For example, if the action is to obtain approval from two managers, add the action twice.
- You can reorder actions using the arrow icons.
- If you can't find an action, you can create actions. Click Create New Action.
When you have added all the actions you want on the template, click Add to Template.

On the Template page, the actions display in a list view. You can also view the template in a graphical view by selecting the graphic icon.
In the Prerequisite column, set any prerequisites for each action in the template. Select the action row in the Prerequisites column and click the Add Prerequisites icon.
Select the check box next to the actions that you want to make a prerequisite for the action.
Tip:
- For actions that have prerequisites, mouse over the prerequisite to show the names of the prerequisite actions.
- Use the graphical view to see the order of completion for the actions.
Actions are automatically set to mandatory in the Mandatory column. Deselect the check box to make an action optional.

If an action is identified as Optional, the agent has the ability to skip the action if it does not apply to her specific action plan. Mandatory actions can't be skipped.
Click Save and Close to complete the template.

Edit an Existing Template

To edit an existing template:

In the Manage Action Plan Templates task, select the template you want to edit.
Make your edits.
Click Save and Close.