IBM Support

Working with Case Templates

General Page

You can now save the information you enter when you open support cases for future use as case templates. These templates help you save time when you open new cases by automatically completing many of the fields you use most often.
Note: The required Case Title and Case Description, severity and optional Attachments fields are not saved when you create a template. Please enter this information each time you open a case.
This document provides information about working with case templates only. Refer to the following for more information about working with support cases.
Creating Case Templates
To create a new case template:
  1. Visit the IBM Support site (https://ibm.com/mysupport) and log in with your IBMid and password.
  2. On the Support site header (callout 1, below) select Cases, then Open a Case. You can also select the Open a Case tile (callout 2) or select Open a Case in the top-right corner of any Support site page (callout 3).
    Note: The required Case Title and Case Description, severity and optional Attachments fields are not saved when you create a template. Please enter this information each time you open a case.
    image.png
  3. On the Open a Case page, complete the form with details about your new case.
  4. At the bottom of the form, select Save this case as a template for future use, and then enter a Case Template Title. The title of your template can be up to 80 characters long.image.png
  5. Select Submit case.
Using Templates

To use a case template:
  1. From the support site, select Open a Case. The Open a Case page displays.
  2. In the Case Templates section, choose a template. The form auto-populates with the information stored in the template.
    Note: If you have no saved templates, template selection menu does not display.
    image.png
  3. Make any changes to the fields that are necessary for your new case.
  4. You can select Save this case as a template for future use to save a copy of the template.
 

Managing Templates

  1. From the Support Site header, select Cases > View your case templates, or select Open a Case, and then select Manage your templates in the Case Templates section of the Case Open Page.
    image.png
  2. To rename a template:
    1. Select the Rename (pencil) icon.
    2. On the Rename a case template window enter a new name, and then click Save. Your template displays with its new name in your list of templates..
  3. To delete a template:
    1. Select the Delete (trash can) icon. 
    2. Select Delete on the Delete case template window. The template is removed from your template list.
      Note: You will not be able to use a template once you delete it. This action cannot be undone.
      image.png

[{"Type":"MASTER","Line of Business":{"code":"LOB33","label":"N\/A"},"Business Unit":{"code":"BU051","label":"N\/A"},"Product":{"code":"IBMSUPPORT","label":"IBM Support"},"ARM Category":[],"Platform":[{"code":"PF025","label":"Platform Independent"}],"Version":"All Versions"}]

Document Information

Modified date:
25 April 2025

UID

ibm17231832

Page Feedback