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.
Writing in the block editor. You write the content in the same block editor as pages — type placeholders such as {{customer}} simply as text, also in table cells and as a link address; {{ customer | "Customer" }} sets a default value. What is stored are the blocks; the version with placeholders (HTML) and the placeholder list are derived from them. Existing templates were converted once during the update. If co-editing is set up, several people write an existing template at the same time (Live below the editor).
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.
Link a quote block to a product. For the kind Quote block, you optionally pick a product or service from the product catalogue in the dialog. The list shows the linked product in its own column and can be filtered by it — so you find the matching text blocks for a service. The picker appears only with read access to the product catalogue; without it, an existing link stays untouched on saving. Changing the kind away from quote block removes the link.
Suggested in the quote. When you add a line with a product to a quote draft and a quote block is linked to that product, the quote asks once: Insert places the block as a free-text line right after the product, Ignore closes the question. On inserting, the placeholders are filled — {{kunde}} (customer of the quote), {{produkt}} (description of the line), {{angebotsnummer}} and {{angebot}} (title). It is saved with the quote; lines that are already saved do not trigger the question. It requires the knowledge.template.use permission and read access to the space of the block.
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 | Classifies the template — filtering and grouping of the list. Only a quote block can be linked to a product. |
Content (blocks) blocks | no | block list as for pages | The template as it is stored; placeholders are text inside it. bodyHtml and the placeholder list are derived from it. Takes precedence over bodyHtml. |
Body bodyHtml | yes | formatted text | The template with placeholders that are filled from the case on insertion. When writing through the API, the HTML is cleaned and converted into blocks. |
Category category | no | text, max. 100 characters | Grouping in the selection once there are many templates. |
Context context | no | placeholder → value | Only when rendering: the values that fill the placeholders. Not stored. |
Product productRef | no | an existing product or service, empty = unlink | Links a quote block to a product; the list shows it and filters by it, and the quote suggests the block when the product is added. An unknown identifier is rejected. |
Tags tags | no | several terms | Classification for search. |
Brand defaultBrandScope | no | one of your brands | Preselected brand for what is created from the template. Who sees the template is decided by the space, not by this field. |
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.