Add case templates in serverless Observability docs (#4072)

docs/en/serverless/alerting/alerting.mdx

@@ -13,7 +13,7 @@ Alerting enables you to define _rules_, which detect complex conditions within d
 
 Alerting works by running checks on a schedule to detect conditions defined by a rule. You can define rules at different levels (service, environment, transaction) or use custom KQL queries. When a condition is met, the rule tracks it as an _alert_ and responds by triggering one or more _actions_.
 
-Actions typically involve interaction with Elastic services or third-party integrations. <DocLink slug="/serverless/observability/send-cases-to-an-external-system" text="Connectors"/> enable actions to talk to these services and integrations.
+Actions typically involve interaction with Elastic services or third-party integrations. <DocLink slug="/serverless/action-connectors" text="Connectors"/> enable actions to talk to these services and integrations.
 
 Once you've defined your rules, you can monitor any alerts triggered by these rules in real time, with detailed dashboards that help you quickly identify and troubleshoot any issues that may arise. You can also extend your alerts with notifications via services or third-party incident management systems.
 

docs/en/serverless/cases/cases.mdx

@@ -11,7 +11,7 @@ Collect and share information about observability issues by creating a case.
 Cases allow you to track key investigation details,
 add assignees and tags to your cases, set their severity and status, and add alerts,
 comments, and visualizations. You can also send cases to third-party systems by
-<DocLink slug="/serverless/observability/send-cases-to-an-external-system">configuring external connectors</DocLink>.
+<DocLink slug="/serverless/observability/case-settings">configuring external connectors</DocLink>.
 
 ![Cases page](../images/cases.png)
 {/* NOTE: This is an autogenerated screenshot. Do not edit it directly. */}

docs/en/serverless/cases/create-manage-cases.mdx

@@ -16,6 +16,7 @@ To create a case in your Observability project:
 
 1. In your ((observability)) project, go to **Cases**.
 1. Click **Create case**.
+1. (Optional) If you defined templates, select one to use its default field values. <DocCallOut template="technical_preview" />
 1. Give the case a name, severity, and description.
 
     <DocCallOut title="Tip">
@@ -30,7 +31,7 @@ To create a case in your Observability project:
 
 1. (Optional) Under External incident management system, you can select a connector to send cases to an external system.
     If you've created any connectors previously, they will be listed here.
-    If there are no connectors listed, you can <DocLink slug="/serverless/observability/send-cases-to-an-external-system">create one</DocLink>.
+    If there are no connectors listed, you can <DocLink slug="/serverless/observability/case-settings">create one</DocLink>.
 
 1. After you've completed all of the required fields, click **Create case**.
 
@@ -83,6 +84,14 @@ When you subsequently add assignees to cases, they receive an email.
 
 */}
 
+## Send cases to external incident management systems
+
+To send a case to an external system, click the <DocIcon type="importAction" title="push" /> button in the *External incident management system* section of the individual case page.
+This information is not sent automatically.
+If you make further changes to the shared case fields, you should push the case again.
+
+For more information about configuring connections to external incident management systems, refer to <DocLink slug="/serverless/observability/case-settings" />.
+
 ## Manage existing cases
 
 You can search existing cases and filter them by attributes such as assignees,
@@ -94,7 +103,7 @@ To view a case, click on its name. You can then:
 * Add a new comment.
 * Edit existing comments and the description.
 * Add or remove assignees.
-* Add a <DocLink slug="/serverless/observability/send-cases-to-an-external-system">connector</DocLink> (if you did not select one while creating the case).
+* Add a connector (if you did not select one while creating the case).
 * Send updates to external systems (if external connections are configured).
 * Edit the category and tags.
 * Change the status.

docs/en/serverless/cases/send-cases-to-an-external-system.mdx → docs/en/serverless/cases/manage-cases-settings.mdx

@@ -1,7 +1,7 @@
 ---
-slug: /serverless/observability/send-cases-to-an-external-system
-title: Send cases to an external system
-description: Connectors allow you track Elastic Observability cases in external systems.
+slug: /serverless/observability/case-settings
+title: Configure case settings
+description: Change the default behavior of ((observability)) cases by adding connectors, custom fields, templates, and closure options.
 tags: [ 'serverless', 'observability', 'how-to' ]
 ---
 
@@ -11,6 +11,19 @@ import Roles from '../partials/roles.mdx'
 
 <Roles role="Editor" goal="create and edit connectors" />
 
+To access case settings in an ((observability)) project, go to **Cases** → **Settings**.
+
+![View case settings](../images/observability-cases-settings.png)
+{/* NOTE: This is an autogenerated screenshot. Do not edit it directly. */}
+
+## Case closures
+
+If you close cases in your external incident management system, the cases will remain open in Elastic Observability until you close them manually (the information is only sent in one direction).
+
+To close cases when they are sent to an external system, select **Automatically close cases when pushing new incident to external system**.
+
+## External incident management systems
+
 If you are using an external incident management system, you can integrate Elastic Observability
 cases with this system using connectors. These third-party systems are supported:
 
@@ -35,14 +48,14 @@ To add, modify, or delete a connector, you must have the Admin user role for the
 After creating a connector, you can set your cases to
 automatically close when they are sent to an external system.
 
-## Create a connector
+### Create a connector
 
-1. In your ((observability)) project, go to **Cases** → **Settings**.
 1. From the **Incident management system** list, select **Add new connector**.
 1. Select the system to send cases to: **((sn))**, **((jira))**, **((ibm-r))**, **((swimlane))**,
     or **((webhook-cm))**.
 
-    ![Add a connector to send cases to an external source](../images/cases-add-connector.png)
+    ![Add a connector to send cases to an external source](../images/observability-cases-add-connector.png)
+    {/* NOTE: This is an autogenerated screenshot. Do not edit it directly. */}
 
 1. Enter your required settings. For connector configuration details, refer to:
    -  [((ibm-r)) connector](((kibana-ref))/resilient-action-type.html)
@@ -56,7 +69,7 @@ automatically close when they are sent to an external system.
 
 1. Click **Save**.
 
-## Edit a connector
+### Edit a connector
 
 You can create additional connectors, update existing connectors, and change the connector used to send cases to external systems.
 
@@ -66,21 +79,31 @@ You can also configure which connector is used for each case individually. Refer
 
 To change the default connector used to send cases to external systems:
 
-1. Go to **Cases** → **Settings**.
 1. Select the required connector from the **Incident management system** list.
 
 To update an existing connector:
 
 1. Click **Update \<connector name>**.
 1. Update the connector fields as required.
 
-## Sending and closing cases
+## Case templates
 
-To send a case to an external system, click the **Push as \<connector name> incident**  <DocIcon type="importAction" title="push" /> button from the individual case page.
-This information is not sent automatically — if you make further changes to the shared case fields, you should push the case again.
+<DocCallOut template="technical_preview" />
 
-If you close cases in your external incident management system, the cases will remain open in Elastic Observability until you close them
-manually (the information is only sent in one direction).
+You can make the case creation process faster and more consistent by adding templates.
+A template defines values for one or all of the case fields (such as severity, tags, description, and title) as well as any custom fields.
 
-To close cases when they are sent to an external system, select
-**Automatically close cases when pushing new incident to external system** from **Cases** → **Settings**.
+To create a template:
+
+1. In the **Templates** section, click **Add template**.
+
+    ![Add a case template](../images/observability-cases-templates.png)
+    {/* NOTE: This is an autogenerated screenshot. Do not edit it directly. */}
+
+1. You must provide a template name and case severity. You can optionally add template tags and a description, values for each case field, and a case connector.
+
+When users create cases, they can optionally select a template and use its field values or override them.
+
+<DocCallOut>
+If you update or delete templates, existing cases are unaffected.
+</DocCallOut>

docs/en/serverless/serverless-observability.docnav.json

@@ -599,8 +599,7 @@
           "classic-sources": [ "enObservabilityManageCases" ]
         },
         {
-          "slug": "/serverless/observability/send-cases-to-an-external-system",
-          "classic-sources": [ "enObservabilityCasesExternalConnectors" ]
+          "slug": "/serverless/observability/case-settings"
         }
       ]
     },