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Create repeatable onboarding or service cases from a source-case template

Updated Wednesday, October 28, 2026 · Marc Staine

A source-case template can create a new case with a repeatable starting structure, including supported notes and tasks. It is useful for an onboarding checklist, a service activation or a recurring operational process. Unlike an ordinary text/prefill template, choosing a source-case template from New Case immediately creates the cloned case and opens it. Prepare the source carefully and verify the new customer context before sending a message or starting work.

At a glance

For: template administrators and agents authorized to create cases. Applies to: Supportbench Core.

Start here: Settings → Templates → New Template → Case Options → Case ID

Choose an ordinary template or a source-case template  ·  Prepare a clean source case  ·  Configure the template  ·  Create a case from the template  ·  Know what is carried forward  ·  Example: a customer integration onboarding checklist  ·  Maintain and troubleshoot the template

Choose an ordinary template or a source-case template

NeedTemplate approachWhat to expect
Reuse response wording or selected field defaultsAn ordinary Case template with no source Case ID.Prefill/reusable content behavior according to the current composer and template options.
Start a repeatable case with supported notes/tasksA Case template whose Case Options includes a source Case ID.Selecting it from New Case runs the clone path and immediately opens the created case.
Combine two active customer investigationsUse the appropriate case merge/relationship workflow after review.A source-case template is not a history merge.
Copy an entire historical conversation with every fileDo not assume this template does that.The supported clone projection is selective; sent conversation history and all attachments are not promised.

The source must be an authorized visible case, in allowed division scope, not merged or in Trash. Practice/sample cases are blocked. The template must be active and available to the actor through its scope/ownership, and the actor needs the relevant case-creation/edit authority.

Prepare a clean source case

  1. Define the recurring task and the smallest useful starting checklist. For onboarding, identify the required checks, evidence and responsible roles rather than copying a completed customer conversation.
  2. Use a deliberately prepared source case with customer-safe reusable content. Remove private customer details and make any necessary example context unmistakable.
  3. Review its Company, Contact, Asset, Division, subject, summary, tags and custom fields. These can be carried into the new case unless the template supplies supported overrides.
  4. Add only the notes/tasks and eligible draft outgoing email content that should be reusable. Avoid stale commitments, old dates and names of people who will not own the new work.
  5. Keep the source visible and eligible for the intended authorized agents. Agree who owns maintenance of this source and its template.

A clean source is not the same as a practice/sample record: the current clone path blocks practice cases. Use an approved operational template record that meets the normal eligibility rules, and keep its reusable content free of private customer history.

Configure the template

  1. In Settings, open the Cases administration Templates section and choose New Template.
  2. Set Template type to Case. Give the template a name that explains the repeatable task. Configure its scope/availability for the intended users.
  3. Open Case Options. In Case ID, enter the eligible source case’s ID. This is the current label; older instructions may call the setting Copy From.
  4. Review any other Case Options you intend to use as overrides. Do not accidentally carry a customer-specific Company, Contact or Asset into every new case.
  5. Choose Save Template, then reopen the saved template to confirm the source Case ID and intended availability.
  6. Test using an authorized agent and approved data before making the template part of a team’s normal routine.

Create a case from the template

  1. Open New Case and decide whether you are ready to create the repeatable case. Confirm which template you intend to run.
  2. Use Templates, or the relevant Hot templates option when available, and select the configured source-case template.
  3. Expect immediate creation and navigation to the new case. This does not merely fill the New Case form and wait for a later Create case click.
  4. Record the new case ID and verify its Company, Contact, Asset, Division, owner/queue, state, subject and custom values. Correct the permitted fields that need to fit this actual request.
  5. Inspect the copied notes, tasks and draft outgoing activities. Set real owners, dates and customer-specific details through their supported editors. Do not assume copied work is already complete or a draft email was sent.
  6. Before any customer-facing send, review every recipient, reply address, attachment and message body against the new customer context.
  7. If the creation result is uncertain, search for the created case or inspect the returned navigation before selecting the template again. A second selection can create duplicate work.

Know what is carried forward

ContentCurrent behavior to plan around
Selected case fieldsDivision/category, priority, issue, Company, Contact, Asset, subject and summary are part of the clone composition; supported template options can override selected values.
Tags and custom fieldsCase tags and active case custom-field values/multi-values are copied through the clone lifecycle. Verify they fit the new request.
ActivitiesSupported Note and Task activities and draft outgoing Email activities are copied.
Sent conversation historyThe clone is not a copy of the entire sent-email/activity history.
Files and attachmentsDo not promise that all source attachments are copied. Check the new case and add the correct authorized evidence through its normal workflow.
Customer contextExisting source Company/Contact/Asset context can be carried unless replaced. Review it before sending or relying on the clone.

Treat the created case as new operational work with a prepared starting point. Review its actual saved fields rather than assuming every historical value or relationship was transferred.

Example: a customer integration onboarding checklist

Build a reusable process, then assign the real work

A source case contains neutral notes explaining the onboarding sequence and tasks for confirming the authorized customer contact, validating the sandbox connection and recording the acceptance result. It contains no old customer credentials or completed production troubleshooting. An agent selects the onboarding template, opens the created case, sets the correct customer context and assigns each task to the responsible person with an appropriate date.

The value is a consistent starting process. It does not establish that the new customer has the same configuration as the source. Confirm prerequisites and record the actual test results on the new case; otherwise the checklist becomes a source of copied assumptions.

Maintain and troubleshoot the template

SituationAction
The source is rejectedCheck visibility/division access, merged/Trash state and practice/sample restrictions. Confirm the intended source ID.
The template is not availableCheck active state, scope/ownership and the agent’s access.
Selecting it immediately opened a new caseExpected for a source Case ID template. Verify the resulting case before selecting again.
The new case has the wrong customer contextReview both source fields and template overrides. Correct the new record through the permitted workflow before sending anything, then fix the reusable template.
Expected emails or files are missingThe clone is selective. Compare with the supported content above and attach/recreate only the appropriate authorized material.
The checklist contains outdated instructionsUpdate the reusable source and template deliberately, then verify a fresh new clone. Do not assume existing cloned cases are retroactively updated.
A user needs only a response snippetUse an ordinary reusable content template instead of a source-case clone.

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