Description of Problem
When attempting to create a Doc on a customer account, template(s) are missing, even though multiple templates exist. The visible template is private (not shared with team) or associated with a different hierarchy (Team vs Account vs Organization).
Potential Reasons for the Issue
Template Level Configuration:
Templates are assigned to different hierarchy levels (e.g., Account vs. Organizations vs Team (internal)), and the customer's hierarchy does not match the template's configuration.
Template Permissions:
Some templates may be set to private or restricted visibility, making them unavailable to all team members.
Step-by-Step Solutions
1. Check the Template Level Assignment
Create a Team doc and see if you are able to see the template
If you still don't see the template move on to the next step
Create an Account or Organization Doc and see if you're able to see the template
If the template only populates for one of these objects, it means that the Doc is only available for that object.
2. Update the Template Level if Necessary
To make templates available at the desired level:
A new doc template will need to be created for that object.
Navigate to do template settings.
Create a new Doc Template on the correct hierarchy
3. Check and Adjust Template Visibility
Ensure that the templates are set to team visibility:
Review the visibility settings for each template.
Update private templates to "Team" if they need to be shared.
Additional Tips
Label Templates by Level: Use naming conventions to indicate the hierarchy level of each template (e.g., "Account - Monthly Report").
FAQ
Why am I only seeing one template when creating a document?
Templates are associated with specific hierarchy levels. If the customer’s hierarchy does not match the template’s level, the template will not appear.
How can I update a template’s level?
Navigate to the Templates Settings page, edit the desired template, and adjust its hierarchy level.
Can templates be shared across the team?
Yes, templates can be made visible to the entire team by updating their visibility settings to "Team."
What if I still don’t see the desired templates?
Double-check the hierarchy level and visibility settings. If everything appears correct, contact Vitally Support for assistance.