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Customize wizard "Apply Template"

Honored Contributor.

Customize wizard "Apply Template"



i want to add some changes to the wizard (guess this is an SM 9.30 OOB wizard).


Currently all templates are available for selection if the "Apply Template" button in the interaction open screen is pressed.


How to add a wizard step before the template selection to filter the selectable templates?


All templates have a field subcat, where the subcategory they belong to is defined.


So the additional step needs to

(a) select the subcategory in a form and

(b) has to limit the query to only show up templates having the selected subcategory defined.


To achieve (a) i added a new wizard step with an own form. In this form the user can select the subcategory. But how to hand over the selected subcat to the next wizard, to limit the query?


Please advice ;-)


Kind regards





Acclaimed Contributor.

Re: Customize wizard "Apply Template"


You can try to catch the subcategory in some variable say $L.subcat_temp and the use this in next wizard to build query.
But here concern is that how would you build the sql (mentioned in expression tab named, $L.temp.sql) to build the query.
As it is not easy to get the subcategory from structured array in template record.

Assign Kudo, if found post useful and mark it accepted if solves the issue.
Jacob Heubner
Acclaimed Contributor.

Re: Customize wizard "Apply Template"

So here's how we solved that in our environment; this isn't a line by line code, but it's the general approach we used that works.

First, we created a new table that houses all the template categories (similar to the 'category' table used in Interaction and Incident).  We went one step farther and actually created Subcategories as well, so we created a table for that, similar to the subcategory table used in the other modules.


Then, like you did, we created a field on the Template table to house the category value and subcategory value.


Then, after renaming the OOB wizard, we modified the original wizard to do the following:


$L.file passed in

Usage - select one record from the list

Selection Criteria = Query for Records, querying our custom table for the categories that apply for that module (Incident templates vs Interaction vs Change vs Problem, etc).

Perform actions on Current File, and use expressions to generate the query we will pass to the next wizard that displays all the Templates that match the query criteria. In this case, we were looking for the Subcategory records for this module that match the selected category value.

Then we go on to the next wizard.


That wizard, like the first, has the $L.file passed in, and we're going to query for the subcategory records based on the module and the category.  Then, we present the user with the subcategories that match their selection.  Once they make that selection, we then call the final wizard, which is the like the OOB wizard ''.  


Because of the previous wizards, we have been able to modify the value of the $L.query variable based on our selections in the previous two wizards, so when the final wizard runs, it only shows the Templates that have the same category value that was selected in the first wizard and the same subcategory value that was selected in the second wizard.  Once the user selects the Template here, the rest flows as OOB.


John Stagaman
Acclaimed Contributor.

Re: Customize wizard "Apply Template"

We did something similar way back in SM7 when a customer with about 4,000 assignment groups wanted to filter templates by assignment group (by adding an assignment array to the Template in addition to the user roles array). This assumes you've added subcategory as a field in the Template record. This approach does not require a secondary reference table, but that may be more scalable. 


In the Wizard Template.select_1, you could:

  • add an initialization expression similar to:
if filename($L.file)="incidents" and not null(subcategory in $L.file) then $L.appendQuery=" and subcategory=subcategory in $L.file" else $L.appendQuery=""
  • Then update the Query for Records expression on the Usage tab. Change it from:
tablename=$L.filename and (null(role) or role=$G.user.role) and evaluate(parse($L.query,2))
  •  To:
tablename=$L.filename and (null(role) or role=$G.user.role) and evaluate(parse($L.query,2)) + $L.appendQuery

As written, they will only see templates with the same subcategory if there is a subcategory. If you would want them to also see templates which have no value in the subcategory field, you could model the way role is queried for null or user role). 


Another option would be to have Template.Select go to a differnt Wizard for Interactions (in the Next Wizard tab) and then just update that wizard's query. The Template.Select_Interactions Wizard would be exactly the same as Template.Select_1 except for the revised query. All other files would stil use Template.Select_1.


We routinely update the templates so that the service desk can mark an interaction template as "available in ess" and add a branch to the wizard to display only ess templates in the client regarless of the user's assigned role. This ensures that interaction templates with a blank user roles array do not appear in ESS by default and that a user whose full client role would restrict their template access will still see all ESS templates. 

Kudos - what, where, how, and why
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Honored Contributor.

Re: Customize wizard "Apply Template"

Thanks @all. Your advices let me solve the request...
... but brought me to the next question:

"Apply Template" is started to DisplayOptions(DO) by action "applyTemplate".

To run different Apply Template Wizards in Interacions/Incidents/Change i wanted to call the Wizard through RAD App in DO.

If i call the wizard here, it is started and it shows up the templates according to my query but the Template is not applied to the record (in this case: interaction)?! No field in the record is filled by the values defined in the template.


Any hints?


Kind regards



Honored Contributor.

Re: Customize wizard "Apply Template"

Ok, i manged to direct the wizards through the conditions in "Next Wizard" tab.


A few questions remain open. May be some one can shed light on it:


In the Actions tab:

What does
Perform Actions on
Reset Current File to Selections
Return Current File to aCalling Application



What is the parse statement for (e.g. parse($L.query,2))?


Is the usage of the prefix $L. before a variable name just a convention or could i also use $query for example?



Jacob Heubner
Acclaimed Contributor.

Re: Customize wizard "Apply Template"

Perform Actions On is the label for the options 'Current File ($L.file)', 'Select ($L.selection)', or 'Each Record in Selection ($L.selection)'

Depending on what you chose there, everything in the Actions to Perform section (Expressions, Javascript, Process) will evaluate against your choice.  For example, your wizard might update the current record ($L.file)... or maybe it updates each record in the list of records returned within the wizard... It's just the way the wizard determines which record(s) will be updated by the wizard.


Reset current file to selections means that, when the wizard finishes, will it go back to the place you started from, or will it use the record in your Wizard's selection list as the new $L.file.  If this is set to true, when the wizard finishes, the user will be left on the record selected within the wizard.  If this is null or false, the user will return to the record they were on when the wizard started; everything the wizard DID to the record will still be done and visible.


parse() is a RTE function that tells the system to treat the value of $L.query like it's an expression, instead of a string.


See the Help Documentation on the different variable types.  Search for 'variable' in the help.

Frequent Contributor.

Re: Customize wizard "Apply Template"

I am a newbie here. Can u please explain or provide the exact steps to do so that i can achieve the template selection using category & subcategory.