Knowledge templates
Overview
Templates in the knowledge module are text building blocks with placeholders — for documents, emails and quotes. They are maintained here and filled with real values when used.
A boundary that saves searching: these templates are building blocks for people composing something. The templates the system itself writes with live elsewhere — mail under Mail templates, documents under Document templates.
Core tasks
Create a template. New template requires a name, space and kind; category and body follow. The list shows name, space, kind and the placeholders it contains; filtering is by space, kind and category.
Set placeholders. They are the reason for the template: whatever differs per case — name, amount, deadline — stays a placeholder instead of being overlooked when copying. The list states which ones a template knows.
Render. Render fills the placeholders with values and shows the result. That is the move before use: a template with a forgotten placeholder surfaces here rather than at the customer's end.
Fields in detail
The What it does column answers what changes in the system — not what the field is called. The grey name behind the label is the API field: the same thing runs under that name through automation, import and AI tools.
Creating and editing a template
| Field | Required | Values / format | What it does |
|---|---|---|---|
Name name | yes | text, max. 200 characters | What you search for when inserting. A telling name is half the work. |
Space spaceUlid | yes | an existing knowledge space | Where the template lives; the space decides who may use it. |
Kind kind | yes | document, email, quote block, snippet | Decides where the template is offered at all: an email template in the message window, a quote block in the document mask, a snippet anywhere in the editor. |
Body bodyHtml | yes | formatted text | The template itself. Placeholders inside are filled from the case on insertion. |
Category category | no | text, max. 100 characters | Grouping in the selection once there are many templates. |
Context context | no | list of reference types | Which objects the template is suggested on — say only on quotes or only on tickets. Without an entry, everywhere. |
Product productRef | no | an existing product | Binds the template to a product. The quote block then appears exactly when that product is on the document. |
Tags tags | no | several terms | Classification for search. |
Brand defaultBrandScope | no | one of your brands | Limits the template to one brand. |
Settings & permissions
- Module
module.knowledge. knowledge.template.manageto maintain,knowledge.template.useto use — separated so
that everyone can use and few can change.
- Visibility hangs off the knowledge space.
FAQ & troubleshooting
A placeholder stays empty when rendering. Then the value is missing at source — or the placeholder name is misspelled. Rendering shows both, before anybody sees it.
I cannot change a template. Then knowledge.template.manage is missing; …use only permits using.
The system mail does not use my template. As expected — Mail templates are responsible for that. These are building blocks for texts you compose yourself.
There are two places for support replies. Short standard answers belong with the solution blocks; longer, structured documents belong here.