Changes to Settings, Views, or Templates are Missing or Not Available to Select

Your browser may display an older version of FYI, which can prevent recent changes from displaying straight away.

Solution

Refresh your browser to load the latest content.

If a Template is not available to select when creating an email or document, or when selecting a Template in an Automation Process step, the Status may still be set to "Draft". Templates must be set to "Active" before they are available for users to select.

Solution

1. Navigate to the Knowledge Templates List.
    
2. Click on the relevant Template to display the Drawer.
    
3. Expand the Filing section in the drawer.
    
4. Change the Status to "Active".
    
5. Try creating the email or document again. The Template should now be available to select.

Refer to Creating Templates for Word, Spreadsheet or Presentation.

If a Word Template has been set as Stationery, it will display in the drop-down selection for filing details and Custom Processes for Stationery, not Templates.

If an Email Template has been set as a Signature, it will only display in Practice Settings or My Settings.

Solution

1. Navigate to the Knowledge Templates List.
    
2. Click on the relevant Template to display the Drawer.
    
3. Expand the Filing section in the drawer.
    
4. Check whether it has been marked as Stationery or Signature.
    
5. If required, update the Template settings.
    
6. Try creating the email or document again. The Template should now be available to select.

Refer to Creating Stationery for Word and Creating Email Templates.