Missing Templates when Creating New Documents

Symptoms:

When creating a new MS Word document from Case Manager, some of the templates that exist in the Case Manager installation folder do not appear in the selection list. Shortly after a template is created or modified it does appear in the list, but it often disappears the next day.

Cause:

This problem is caused by a new file attribute that was introduced with Windows 2000 and effects which files Case Manager can detect. The file attribute relates to the indexing service. If both the Archiving attribute and the Indexing Server attribute are cleared (as below), the file will not display in the Case Manager template list.

The reason that some files would disappear over-night is because the backup program usually clears the Archiving attribute when a file is backed up to tape.

Solution 1:

This is the simplest solution and involves enabling the Indexing Service attribute for all files in the Case Manager folder. If you need to exclude certain files from the indexing service you will need to follow the second more involved solution.

Set the Indexing Service attribute on for all files:

Please note you will need to perform this operation on the server.

1. From Windows Explorer, right-click the Case Manager installation folder and choose Properties.

2. On the General tab, click the Advanced... button.

3. If the Indexing Service attribute is not ticked, go to step 7, otherwise proceed with step 4.

4. Clear the Indexing Service attribute and click OK.

5. Click the Apply button, and when prompted to confirm, click OK.

6. Click the Advanced... button again.

7. Click the Indexing Service attribute so that it is ticked and click OK.

8. Click OK to apply your change, and when prompted to confirm your changes, choose Apply changes to this folder, sub folders and files, and click OK.

9. You may need to restart Case Manager for the templates to appear.

Solution 2:

The most reliable solution is to ensure that Indexing Service attribute is set for all templates in the Case Manager folder.

To fix all existing templates:

1. Open Windows Explorer and navigate to the Case Manager installation folder.

2. Sort the files by type (by clicking the Typecolumn), and then select all the template files.

3. Right-click the selected files and choose Properties.

4. On the General tab, click the Advanced... button.

5. Ensure the Indexing Service attribute is ticked. It must be black, not greyed. If you are unsure, clear it and then tick it again.

6. Click OK twice to close both dialogs.

To ensure new templates are not affected:

You can ensure new templates will automatically have this attribute set without affecting other files in the Case Manager folder as follows. Please note you will need to perform this operation on the server.

1. From Windows Explorer, right-click the Case Manager installation folder and choose Properties.

2. On the General tab, click the Advanced... button.

3. Ensure the Indexing Service attribute is ticked and click OK.

4. If prompted to confirm your changes, choose Apply changes to this folder only, and click OK.

FAQ