Open Settings > Case Update Presets. This area requires Full Access and Manage Settings.
A preset provides reusable starting text for an update. It reduces repeated typing while keeping each saved update editable and case-specific.
Preset fields
- Name: the label staff use to choose the preset.
- Access group: the group restriction, or Any access group where appropriate.
- Restrict to role: the intended role, or Any role.
- Active: whether the preset is available.
- Title template: reusable update-title text.
- Body template: the reusable narrative and structure.
- Variables: supported placeholders that insert case-related values.
- Available case types: the categories where the preset should be offered.
Create and test
- Select the new-preset action.
- Complete the fields and insert variables from the available variable selector.
- Review role, group, case-type, and Active restrictions, then save.
- Apply the preset to an update on a suitable case.
- Review substituted values and replace sample text before saving the update.
Keep content accurate
Presets are starting text, not evidence that an action happened. Do not prefill statements that staff may accidentally save as fact. If a preset is missing, check all of its availability restrictions. Presets work without AI and do not require an AI API key.