A.2 inserted

A.2.1 Email Templates

Administrators can customize the content and template details for emails automatically generated by the system within the Templates tab.

The labels for the Templates are generated in English, but can be customized within the Setup>Localization>Content tab.

The filter views within the Templates tab include:

View Option	Description
Full Email Templates	Allows Users to customize the content and insert parameters of emails automatically generated and sent by the system.
Email Summary Templates	Users configure the content of templates that are included in the automatically generated emails, which summarize the specific details of the matter at hand. See:Summary Templates
Email Keywords	Allows Users to enter alternative words for the system to use when sending mail and parsing emails received at the support email address. See: Keywords for a description of where the words are used by the system.
Error Message Templates	Allows the Use to customize the error messages automatically generated and sent by the system. See: Error Messages.
Out of Office	Allows the User to customize multiple Out of Office options for the system to identify in incoming email Subject lines, so it knows to ignore the email. See: Out of Office.
SMS Templates	Allows Users to customize the content and insert parameters for text messages automatically generated and sent by the system.

Content for the automatically generated email messages sent by the system is configured within the Full Email Templates filter screen of the Email > Templates tab. In addition to customizing the content of the messages, there is also the facility to insert parameters for specific details sourced from the database.

The template parameters, look and feel of email messages sent in regard to Knowledge Base Articles, Items, Requests, Invoices and Contracts are configured within the Email Summary Templates filter screen of the Templates tab.

Configuring Full Email Templates

To configure messages:

Select Setup>Templates>Full Email Templates filter

The Full Email Template filter screen is displayed.

Email Templates
AccountInformation	Sent when a Customer or User is emailed the login details of their account.
AccountInformation Subject	Content to be included in the Email Subject line when a Customer or User is emailed the login details of their account.
ApproveChange	Message sent to Managers when an RFC moves to an Approval State. The configured message must indicate to Managers that they are specific with their reply, using: The words 'accept' or 'yes', to Accept the Change The words 'reject' or 'no', to Reject the Change.
ApproveServiceRequest	Message sent to Managers when a Service Request moves into an Approval State. The configured message must indicate to Managers that they are specific with their reply, using: The words 'accept' or 'yes', to Accept the Change The words 'reject' or 'no', to Reject the Change.
ClosedPrefix	Included at the beginning of the email when a request is closed.
ClosedTimeout	Used by the handshake facility and prefaces emails sent as Incident Note using the Propose button.
CloseRequest	Message included in the Email that uses the handshaking facility and proposes a Solution to the Customer.
CloseRequestLink	The message sent with the hyperlink to enable Customers to keep a request open after a possible solution has been sent to them. This template is used in conjunction with the CloseRequest message when the Handshaking facility is used to by a Technician to propose a Note as a solution.
ContractExpired Message	Email sent to a Customer when a Contract has expired and a new request is logged or an existing request is still open when the expiration date is hit.
ContractTimeElapsed (Subject Line)	Subject line for ContractExpiredMessage, which is he email sent to a Customer when a Contract period has elapsed or all purchased support hours have been used.
ContractTimeLow	Email sent to a Customer when the amount of time remaining on a Contract triggers the low time percentage threshold. (The default percentage is defined in the Setup>Billing>Contracts tab.)
CreateChange	Included at the beginning of the email to a Customer when a Change Request is first created.
CreateIncident	Included at the beginning of the email to a Customer when an Incident is first created.
CreateProblem	Included at the beginning of the email to a Customer when a Problem is first created.
CreateServiceRequest	Included at the beginning of the email to a Customer when a Service Request is first created.
InvoicePrefix	Included at the start of an email sent to the Customer with a newly created Invoice. (This email content is also used for the email sent to Customers when the Setup>Billing>Contracts option is enabled and the number of days for the Subscription "Contract Renewal Time" is triggered.)
ItemStatusChangePrefix	Included at the beginning of the email sent to a Customer when an Item Status has been amended and the option to notify customer is selected in the Item Information tab.
LDAPInformation	Sent when a new Customer or User is emailed the login details of their account after an authentication server synch.
NewAttachmentToTech	Sent when to a User when a new attachment is added to a request in the Customer Portal.
NoAccount	This message is sent to a Customer when they have attempted to log an Incident via Email but are not registered with the system. NOTE:The Subject line of this email can be customized in the Error Message Templates filter of the Email>Templates tab.
NoContractCreate RequestSummary	Message sent to a Customer to inform them that work cannot commence on newly logged request as no contract is in place.
NoContractReminder Summary	Reminder message sent to a Customer to inform them that work cannot commence on newly logged request as no contract is in place.
NoteClosedPrefix	Email sent to a Customer when they have sent an email Note to the system, when a request was already closed.
NotePrefix	Included each time a new Note is associated with an existing request.
PasswordLost	Sent when a Customer or User is emailed their account information for login as a result of their selecting the Forgot Password link on the Login Page.
PasswordQuestion	Sent when a Customer or User is emailed a challenge question for resetting their password for login as a result of their selecting the Forgot Password link on the Login Page. (The Password Questions option is enabled in the Setup>Privileges>System tab. The questions/answers are set within the Customer/User My Account Information screen.)
PasswordReset	Sent when a Customer or User is emailed their account information for login after their Password has been re-set within the Customer Information or User Information screen.
PlannedOutagePrefix	Included in the email sent when an Item is scheduled to be taken offline.
RequestAccepted Prefix	Acknowledgement sent to the person responsible for a Request in an Approval State, when a Request is approved.
RequestDeescalate FromTo	When a request is manually de-escalated this message is sent to the newly assigned Technician.
RequestDeescalate NotAvailable	When a request is manually de-escalated this message is sent to the previously assigned Technician to let them know that the request is no longer available for them to work on.
RequestEscalateFromTo	When a request is manually escalated this message is sent to the newly assigned Technician.
RequestEscalateNotAvailable	When a request is manually escalated this message is sent to the previously assigned Technician to let them know that the request is no longer available for them to work on.
RequestReassignedManager Prefix	This message is sent when the Manager responsible for processing the approval of a request is changed and is sent to the previously assigned Manager.
RequestReassignedManager ToTechPrefix	The message included in an email when a request moves from a Manager Approval State to the newly assigned Technician User.
RequestReassignPrefix	When a request is reassigned this message is sent with the request details to the previously assigned User.
RequestReassignToPrefix	When a request is reassigned this message is sent with the request details to the newly assigned User.
RequestRejectedPrefix	Acknowledgement sent to the person responsible for a Request in an Approval State, when a Request is rejected.
RequestStatusChanged Prefix	The content of an email sent when the Status of a request is moved from Pending-No Contract to the default open state of the assigned Workflow. This is sent to the assigned Technician.
RequestStatusChanged Subject	The content of the sent when the Status of a request is moved from Pending-No Contract to the default open state of the assigned Workflow. This is sent to the assigned Technician.
RequestWorkaround	Message sent when a Workaround is applied to a request in the Analysis tab and emailed to the Customer.
Responder	Message sent from the monitored email account when the system does not accept new requests via email.
Signature	The details included at the bottom of emails sent from the system. NOTE:Signatures can be customized on a per Team basis in the Setup>Localization>Content tab.
SlaBreached	Email sent to the assigned User when an SLA is breached.
SlaBreachedSubject	The content in the Subject line of an email sent to an assigned User and Service Level Manager, and if configured within the SLA the Team Lead, when an SLA is breached.
SlaTimeElapsed	Sent to the assigned User and Service Level Manager, and if configured within the SLA the Team Lead, when an SLA Reminder/Warnings is triggered.
SlaTimeElapsedSubject	The content in the Subject line of an email sent to an assigned User and Service Level Manager, and if configured within the SLA the Team Lead, when an SLA Reminder/Warning is triggered.
SurveyCompleted	Thank you message automatically generated for Customers who have submitted a completed survey.
SurveyPrefix	Message sent when a Customer or User is invited to complete a survey.
SurveyReminderPrefix	Message sent to a Customer or User to remind them to complete a survey.

Click on the required message name link

The default text will be displayed.
Edit the message including inserting any relevant Parameters
Click Save.

NOTE:Approval Change, Approval Service Request, Create Problem and Create Change, Create Service Request apply to Service Manager Only.

Approval Messages

As the system allows Managers to approve or reject RFCs and Service Requests via email, the automatically generated emails must include specific instructions for the Manager to include either the words "accept" or "yes" to approve the RFC, or "reject" or "no" to reject the RFC in their reply. This is essential as the system will only recognize these key words when it automatically processes the email reply sent by the Manager.

NOTE:This is only applicable to Service Manager.

To use the Manager Approval Process via email, the system's email set-up must include the activation of the Email Polling functionality and the relevant Team details must include an incoming email address.

A.2.2 Content

The Content tab allows Users to configure automated messages, user interface and system objects content for language files used by the application.

The customized content is applied to Customers and Users by setting the Email Locale option in their account information screen.

Content can be customized across the following elements and messages:

NOTE:It is recommended that the localization of user interface content, email and sms messages be done after they have been configured and reviewed within the Setup>Email and Setup>Customize tabs, respectively.

To customize content:

Select Setup>Localization
Move to the Content tab
Select the Locale link for the language file that is to be edited
Within the Category field, select the element to be customized
Within the default field displayed when the relevant Category is selected, choose the element to be customized
Click Edit
Amend the content and format, if required
Click Save.

Repeat the above process for all the relevant elements in the default list or select the Content tab to return to the Locale list.

Item Type Request Fields

Within the system, service organizations can refine custom fields made available during the request creation process based on the Item assigned to the request. In the Fields tab a User can create custom fields that apply to the Item Type. Therefore, when a request is logged against an Item that uses an Item Type with custom fields configured within the Fields tab, the Fields are made available within the Details tab of the request creation process.

These fields are in addition to the fields created by the Administrator within the Admin>Setup>Custom Fields, which are created for the specific Process, such as Incident, Problem, Change and Service Requests.

To create Field labels within the Type Information screen:

Click the Fields tab
Click Edit
Select a Field hyperlink

The Custom Field screen is displayed.
Click Yes to activate the Field

Complete the following details:

Categories Fields	Description
Category
Field Label	The name of the field.
Active	Indicates if the field is active.
Required	Indicates if the field is required or mandatory field.
Customer Visible	Defines if the Customer can see the field within the Customer Portal. If Yes is selected, define if the Customer can edit the field information on the Customer Portal.
Data Type	Dictates the field's Data Type. The options available include : String - List or Free Text Number Boolean - radio buttons for Yes/No and True/False Date - creates a date field Currency- creates a currency field Hyperlink.
Style	Defines how the data is recorded or presented in the field. (e.g., String - List or Free Text field.) See Lists or below for more information about creating a list within the field.
Unique Value	When active, the system prevents the duplication of data within the customized field.
Default Value	Value entered is the default system entry for the field, when the field is not completed manually.
Input Validation	When enabled the Input Mask and User Mask can be defined. Input Mask : A regular expression to use for data validation of values entered by a User (i.e., Zip/Post Code, telephone no.) User Mask: A User Friendly representation of the Input Mask that Customers can understand should it appear in a validation error message.
Enable Description	When enabled a Description field appears, allowing the User to enter details of what information is the field is expected to capture. These details are accessible next to the custom field on the relevant screen.

Click Save

The active Field will now be available during the request creation process, for all Items that use the Item Type.

Data Type - List

When the Data Type String - List is selected the List Contents field is displayed, which provides the facility to create a drop down list to be created as options within the field.

To create a new list entry within the List Contents field:

Right click the Entries link

The Create option is displayed
Click Create

A New node link displayed
Enter the name of the field
Click outside the field to save the entry
Repeat this process until all list entries have been added

To create a nested list, right click on the relevant list entry and repeat the above process.
To move an existing entry to a new position, select the entry, then drag and drop the entry into its new location
When all the relevant details have been defined for the custom field, click Save.

Creating Nested List Entries

List entries can be expanded to include nested options.

To create a nested list:

Right-click the relevant list entry header

The Create, Rename, Delete and Make Default options are displayed.
Select Create

A text box will appear under the list entry.
Enter the name for the list entry
Click away from the text box to commit and save the change
Move an existing list entry to a new position, if required

Select the entry, then drag and drop the entry into its new location
The above steps can be repeated until the nested list is complete.

Renaming a List Entry

Any list entry can be renamed.

To rename a list entry:

Right-click the list entry link
Click Rename
Edit the field content
Click away from the text field to save the change.

Deleting a List Entry

To delete a list entry:

Right-click the relevant list entry
Click Delete
Click Done when the list is complete.

Portals

All Public Access home page messages and some Customer Portal pages can be customized within the Portals tab.

Knowledge of HTML is required to edit this section. Links to documents and downloads may be added. The content can be customized for the following system Portals:

Name	Description
AlertHome	Accessed by clicking the Alerts link on the system Login screen.
AllServices	Visible as the header within the Service Catalog screen of the Services tab in the Customer Portal.
CustomerForums	Visible as the header within the Forums page of the Customer Portal.
ForumsHome	Visible as the header within the Forums pages of Public Forums.
Items	Visible in the Items tab within the Customer Portal.
KnowledgeHome	Accessed by clicking the Knowledge Base link on the system Login screen.
Login	Visible on the screen where system users enter their login credentials.
Logout	Visible on the page displayed when system users log out.
OutagesHome	Accessed by clicking the Outage link on the system Login screen of Service Manager installations.
PlannedHome	Accessed by clicking the Planned Outage link on the system Login screen of Service Manager installations.
Requests	Visible in the Requests tab within the Customer Portal.
SelfHelp	Visible in the Self Help tab within the Customer Portal.
Services	Visible as the header within the Services tab of the Customer Portal.
SurveyHome	Displayed in the public online surveys page.
Welcome	Displayed on the landing page when the Customer logs into the Customer Portal.

To customize a Portal message:

Select Setup > Customize
Select the Name hyperlink

The HTML editor appears.
Edit the message as required
Click Save.

Cascading Style Sheets

The system can be further customized using cascading style sheets (CSSs) to amend:

Color
Fonts
Tabs
Graphics.

See: CSS Tab.

Email Parameters

The drop-down options included in the Email Parameters lists used within the Full Email Templates throughout the application, are drawn from the following parts of the system:

Parameter options for Account Information, LDAP Information, Password Information templates:

Parameter	Source
Account Type	The Default User Role derived from the Customer or User information screen.
First Name	Derived from Customer or User information screen.
Full Name	Derived from Customer or User information screen and combines the First and Last Name.
Password	Derived from Customer or User information screen.
Title	Derived from Customer or User information screen. NOTE:This option is visible if Enable Titles is selected within the Admin>Setup>Privileges>Customer.
Username	Derived from Customer or User information screen.

Parameters for the request, Approve Change, Approve Service Request, Closed, Closed Timeout templates:

Parameter	Source
Classification	Drawn from the Classification field, in the Summary tab of a request.
Close Date	Shows the Close Date as recorded in the Service Terms information of the request.
Country	Derived from the Country field window in the Customer Tab of a request.
Customer Name	Derived from the Customer Field in the Summary tab of a request.
Customer Phone	Derived from the Contact Phone Field in the Summary tab of a request.
Customer Room	Derived from the Item Room Field in the Summary tab of a request.
Date Style	Detail drawn from the Admin>Setup>Privileges> Customer tab.
Due Date	Derived from the Service Terms window in the Summary Tab of a request.
Email Locale	Derived from the Contact tab of the Customer Information details.
FSC Date	Derived from the Service Terms window in the Summary Tab of a Change Request.
Handshaking Close Days	Derived from the Org Unit associated with the Customer or number of default days defined in the Setup>Privileges>Requests tab.
Identifier	Derived from the Item Identifier Field in the Summary tab of a request.
Item #	The Item Number is derived from the Item details recorded in the Customer Tab of a request.
Item Type	The Item Type is derived from the Item details recorded in the Customer Tab of a request.
Last Note ID	Shows the system generated Note identification number as a hyperlink, for the Note last added to a request. When clicked by the Customer or User, defaults to the request information screen for that request inside the system.
Notes	Details the number of Notes added to a request.
Open Date	Derived from the Service Terms window in the Summary Tab of a request.
Org Unit	Derived from the Org Unit field window in the Customer Tab of a request.
Priority	Derived from the Priority Details as recorded in the Summary tab of a request.
Process	Shows if the request is a Service Request, Incident, Problem or Change.
Request Description	Derived from the initial Description entered for the request, as recorded in the Summary tab.
Request Id	Shows the system generated request identification number.
Request URL	Shows the request identification number as a URL to allow the Customer to enter the system within the specific request screen by clicking the URL.
Subject	Derived from the Subject entered for the request that is populated from an Email Subject line or directly into the application, and recorded in the Summary tab.
Team	Shows the Team assigned to manage the request.
Team Phone	Display the Team telephone number as recorded in the Team Information screen.
Technician Name	Shows the name of the Technician assigned to the request.
Title	Derived from Customer or User information screen. NOTE:This option is visible if Enable Titles is selected within the Admin>Setup>Privileges>Customer.

Parameter available in Contract Time templates:

Parameter	Source
Threshold	Draws the percentage from the Threshold field in the Setup>Billing>Contracts tab.

Options for the Invoice templates:

Parameter	Source
Adjustment	Drawn from the Cost Calculations field, and is the amount that is deducted from the sub-total.
Customer Name	Derived from the Customer Details Name field on the invoice.
Customer Title	Derived from Customer Information screen. NOTE:This option is visible if Enable Titles is selected within the Admin>Setup>Privileges>Customer.
Delivery Status	Shows the assigned Delivery Status from the Invoice.
Due Date	Drawn from the Order Details of the invoice.
Entered By	Drawn from the Order Details of the invoice.
Invoice #	Shows the system generated Invoice Number.
Invoice Date	Drawn from the Order Details of the invoice.
Invoice Status	Derived from the Status field of the invoice.
Line Items Total	Derived from the Costs section of the Invoice and shows the overall cost for Items on the invoice.
List of Item Type Line Items	When Items are associated with an invoice, shows the details recorded in the Item Type field.
List of Maintenance Contract Line Items	When Contracts are associated with an invoice, shows the details recorded in the Contract Type Name field.
Notes	Shows any details recorded in the Notes field of the invoice.
Order Date	Drawn from the Order Details and shows the date the invoice was received.
Org Unit	Derived from the Customer Details and shows the customer's associated Org Unit.
PO Number	Drawn from the Order Details and shows the Purchase Order number associated with the invoice.
Payment Date	Shows date of payment for the invoice based on details recorded in the Invoice Status section.
Payment Status	Shows if payment has been received for the invoice based on details recorded in the Invoice Status section.
Processed By	Drawn from the Order Details and shows the name of the User who processed payment of the invoice.
Shipping	Shows the Shipping Costs as derived from the Costs section of the invoice.
Shipping Date	Derived from the Status section of the invoice and shows the expected shipping date of goods.
Tax	Drawn from the Costs Section and shows the tax applied to the invoice.
Tax Rate	Drawn from the Costs Section and shows the tax rate applied to the invoice.
Terms and Conditions	Shows details recorded in the Terms and Conditions field of the invoice.
Total	The Grand Total of the Invoice, including tax and any adjustments.
Tracking Number	Drawn from the Tracking Number field within the Status section of the Invoice.

Parameters for the Item Status Change template:

Parameter	Source
Category	Shows the Item Category from the Item Information tab.
Criticality	Shows the assigned Criticality of the Item as recorded in the Item Information tab.
Item Number	Shows the Item Number as recorded in the Item Information tab.
Item Type	Details the Item Type as entered in the Item Information tab.
Status	Shows the Status of the Item as recorded in the Item Information tab.

Parameter for the New Attachment template:

Parameter	Source
File Name	Allows the file name of the newly received attachment to be included in the email to the User.

Parameters for the Escalation templates:

Parameter	Source
Current Technician	Shows the name of the newly assigned Technician.
Previous Technician	Shows the name of the Technician who was previously assigned the request.
Process	Shows the ITIL Process of the request, i.e., Change, Incident, Problem or Service Request.
Request ID	Shows the Request identification number.

Parameters for the request Status update templates:

Parameter	Source
New Status	Shows the details of the newly assigned Workflow State.
Previous Status	Shows the Status name of the previously assigned to the request.
Process	Shows the ITIL Process of the request, i.e., Change, Incident, Problem or Service Request.
Request ID	Shows the Request identification number.

Parameters for the SLA templates:

Parameter	Source
Hr/Min	Shows the time as recorded in hours or minutes, based on the SLA configuration.
Name	Shows the name of the SLA.
Phase	Shows the SLA phase of Response Time, Restoration Time or Resolution Time.
Process	Shows the ITIL Process of the request, i.e., Change, Incident, Problem or Service Request.
Time Elapsed	Shows the amount of time passed for the phase of the SLA.
Time Limit	Shows the amount of total time associated with the phase of the SLA.

Parameters for the Survey templates:

Parameter	Source
Description	Shows the content included in the Description field of the survey.
Name	Shows the Title of the survey.
Number of Questions	Shows the number of questions included in the survey.

Email Summary Templates

Automated email messages sent in relation to requests, Knowledge Base Articles, Items, Invoices and Contracts include a summary table of information or template. The information included in these tables, parameters, look and feel are configured within the Email Summary Templates filter screen of the Templates tab.

Knowledge of HTML would be useful when customizing the templates, but is not mandatory.

The templates for messages that can be configured within this screen include:

Message	Description
Article Summary	Email that notifies User about the pending Review date of a Knowledge Base Article.
Group Summary	Email sent to the Users when a Request Group is created, updated or closed.
Invoice Summary	Email sent to a Customer that summarizes their Invoice information and included in all correspondence regarding the Invoice. This is forwarded with the InvoicePrefix content that is configured in the Email>Templates>Full Email Templates filter view. This template is also used for the email sent to Customers when the Setup>Billing>Contracts option is enabled and the number of days for the Subscription "Contract Renewal Time" is triggered.
Item Summary	Email sent to a Customer when a Service Item moves into an inactive State, when the email notification option is selected within the Item.
MaintContract Summary	Email sent to a Customer including their service maintenance contract details.
Request Summary	Email sent to Users when a request is created or updated.
Survey Summary	The survey summary template is included in system generated emails regarding survey notification and reminders.

To customize the message template:

Select Setup > Email > Templates
Select the Email Summary Templates filter
Click the Template Name hyperlink

The HTML editor appears.

Modify the table, as required

As part of the customization, the Administrator can use system parameters included in the Insert Parameter drop down list. Using these options ensures the customized template includes the correct format for the information to be sent in the email.

Icon	Description
Insert Parameter	The drop-down list options ensure that the HTML correct format is used for these details to be included on the customized message.
Restore Defaults	Restores the System default email message.

Adjust the Date Style format, if relevant
Click Save.

Template Field Options

ArticleSummary

This template is included in the system generated emails for Knowledge Base Article reviews.

Field	Source
Article ID	Knowledge Base Article number.
Article Title	Displays content drawn from the Title field.
Article Type	Shows if it is a general Article, Solution Workaround or FAQ.
Content	Drawn from the Title field of a KBA.
Created	Displays the date the Article was created.
Overview	Derived from the Problem field of a KBA.

GroupSummary

This template is included in system generated emails when a request group is created, updated and closed.

Field	Source
Description	Derived from the Description field on the Details tab of a requests group.
Group #	The identifying group number generated by the system for the request group.
List of Active Requests	Indicates the number of requests in an Active State contained in the request group.
Name	Drawn from the Name field on the Details tab of a request group.
Start Date	Is derived from the date that a request group is created.
Status	Derived from the Status field on the Details tab of a request group.

InvoiceSummary

The Invoice Summary template is used when the Email button is selected within the Invoice Editor screen and when an Invoice is created and updated.

Field	Source
Adjustment	Drawn from the Cost Calculations field, and is the amount that is deducted from the sub-total.
Customer Name	Derived from the Customer Details Name field on the invoice.
Customer Title	Derived from Customer Information screen. NOTE:This option is visible if Enable Titles is selected within the Admin>Setup>Privileges>Customer.
Delivery Status	Shows the assigned Delivery Status from the Invoice.
Due Date	Drawn from the Order Details of the invoice.
Entered By	Drawn from the Order Details of the invoice.
Invoice #	Shows the system generated Invoice Number.
Invoice Date	Drawn from the Order Details of the invoice.
Invoice Status	Derived from the Status field of the invoice.
Line Items Total	Derived from the Costs section of the Invoice and shows the overall cost for Items on the invoice.
List of Item Type Line Items	When Items are associated with an invoice, shows the details recorded in the Item Type field.
List of Maintenance Contract Line Items	When Contracts are associated with an invoice, shows the details recorded in the Contract Type Name field.
Notes	Shows any details recorded in the Notes field of the invoice.
Order Date	Drawn from the Order Details and shows the date the invoice was received.
Org Unit	Derived from the Customer Details and shows the customer's associated Org Unit.
PO Number	Drawn from the Order Details and shows the Purchase Order number associated with the invoice.
Payment Date	Shows date of payment for the invoice based on details recorded in the Invoice Status section.
Payment Status	Shows if payment has been received for the invoice based on details recorded in the Invoice Status section.
Processed By	Drawn from the Order Details and shows the name of the User who processed payment of the invoice.
Shipping	Shows the Shipping Costs as derived from the Costs section of the invoice.
Shipping Date	Derived from the Status section of the invoice and shows the expected shipping date of goods.
Tax	Drawn from the Costs Section and shows the tax applied to the invoice.
Tax Rate	Drawn from the Costs Section and shows the tax rate applied to the invoice.
Terms and Conditions	Shows details recorded in the Terms and Conditions field of the invoice.
Total	The Grand Total of the Invoice, including tax and any adjustments.
Tracking Number	Drawn from the Tracking Number field within the Status section of the Invoice.

ItemSummary

This template is included in system generated emails for Item Status changes:

Field	Source
Category	Shows the Item Category from the Item Information tab.
Criticality	Shows the assigned Criticality of the Item as recorded in the Item Information tab.
Item Number	Shows the Item Number as recorded in the Item Information tab.
Item Type	Details the Item Type as entered in the Item Information tab.
Status	Shows the Status of the Item as recorded in the Item Information tab.

MaintContractSummary

This template is included in system generated emails regarding the creation and update of service contracts.

Field	Source
Contract #	Shows the system generated Contract Number.
Contract Type	Specifies if the Contract is a Per Incident or Per Item Contract.
End Date	Includes the date the current Contract date ends.
Invoice #	Shows the system generated Invoice Number.
Remaining	Shows the amount of time remaining on a Contract.
SLA	Includes the name of the SLA included as part of the Contract.
Start Date	Shows the commencement date of the current valid Contract.

MaintContractSummaryByMonth

This template is included in system generated emails regarding the creation and update of service contracts that are automatically renewed on a monthly or quarterly basis.

Field	Source
Contract #	Shows the system generated Contract Number.
Contract Type	Specifies if the Contract is a Per Incident or Per Item Contract.
End Date	Includes the date the current Contract date ends.
Interval End Date	Shows the contract.
Interval Remaining	Shows the contract.
Interval Start Date	Shows the contract.
Invoice #	Shows the system generated Invoice Number.
Remaining	Shows the amount of time remaining on a Contract.
SLA	Includes the name of the SLA included as part of the Contract.
Start Date	Shows the commencement date of the current valid Contract.

OutageSummary

This template is included in system generated emails related to Planned Outages.

Field	Source
Outage Items	Shows the details of Items associated with the Outage.
Outage Reason	Displays the content of Reason field in the Outage information screen.
Outage Related Requests	Shows Requests related to the Outage.
Outage Schedule	Details the Start and End Date of the Outage.

RequestSummary

The request summary template is included in emails relating to the creation, update and closure of requests.

Field	Source
Classification	Drawn from the Classification field, in the Summary tab of a request.
Close Date	Derived from the Service Terms window in the Summary Tab of a request.
Country	Derived from the Country field window in the Customer Tab of a request.
Customer Name	Derived from the Customer Field in the Summary tab of a request.
Customer Phone	Derived from the Contact Phone Field in the Summary tab of a request.
Customer Room	Derived from the Item Room Field in the Summary tab of a request.
Date Style	Detail drawn from the Admin>Setup>Privileges> Customer tab.
Due Date	Derived from the Service Terms window in the Summary Tab of a request.
Email Locale	Derived from the Customer Information details screen and defines the language used by emails sent from the system.
FSC Date	Derived from the Service Terms window in the Summary Tab of a Change Request.
Handshaking Close Days	Drawn from the Admin>Setup>Privileges>System, unless overridden by the number of days defined in the Super>User> OrgUnit>Details tab.
Identifier	Derived from the Item Identifier Field in the Summary tab of a request.
Item #	The Item Number is derived from the Item details recorded in the Customer Tab of a request.
Item Type	The Item Type is derived from the Item details recorded in the Customer Tab of a request.
Last Note Id	Shows the system generated Note identification number as a hyperlink, for the Note last added to a request. When clicked by the Customer or User, defaults to the request information screen for that request inside the system.
Notes	Details the number of Notes added to a request.
Open Date	Derived from the Service Terms window in the Summary Tab of a request.
Org Unit	Derived from the Org Unit field window in the Customer Tab of a request.
Priority	Derived from the Priority Details as recorded in the Summary tab of a request.
Process	Shows if the request is a Service Request, Incident, Problem or Change.
Request Description	Derived from the initial Description entered for the request, as recorded in the Summary tab.
Request Id	Shows the system generated request identification number.
Request URL	Shows the system generated request identification number as a hyperlink. When clicked by the Customer or User, defaults to the request information screen for that request inside the system.
Subject	Derived from the Subject entered for the request that is populated from an Email Subject line or directly into the application, and recorded in the Summary tab.
Team	Shows the Team assigned to manage the request.
Team Phone	Display the Team telephone number as recorded in the Team Information screen.
Technician Name	Shows the name of the Technician assigned to the request.

SurveySummary

The survey summary template is included in system generated emails regarding survey notification and reminders.

Field	Source
Description	Drawn from the Survey Description Field.
Name	Displays the Name given to the Survey.
Number of Questions	Shows the number of questions included on the Survey.

Keywords

Keywords are used by the system to identify how to handle inbound and outbound email from the system.

The following table includes a list of all Keywords that are used by the system, which can be customized, and where they in the appear in the application:

Keyword	Direction	Description
Accept	Inbound	Accept or Yes is used to Approve Requests and must be included in the approval email.
Accepted	Outbound	Included in Subject line for emails generated when a request has been accepted and sent to the person responsible managing the approval.
AddToGroup	Outbound	Not Used.
Article	Outbound	Included in the Subject line of emails sent to Customers including an Knowledge Base Articles.
Author	Outbound	Included in content of Forum update message.
AutoReply	Outbound	Included in the Subject line of emails for error messages.
ChangeRequest	Inbound Outbound	Customer must include in email Subject line when updating a Change Request. Automatically included in Subject line of Change Request emails.
ChatLog	Outbound	Used in the Subject line of emails sent to Customer with a copy of a chat transcript.
Classification	Inbound	Included in Subject line with keyword “Item” e.g. Item Classification. Cannot be used alone.
Closed	Outbound	Included in Subject line of email responding to request, e.g. Incident Closed.
Contract	Outbound	Used in Subject line regarding Contract activity (i.e, Contract Active or Contract Low).
Created	Outbound	Included in Subject line of email responding to creation of a request, e.g. Request (or Invoice) Created.
Customer	Outbound	Keyword in Subject line of email regarding a Contract status, e.g. Customer Name Contract Active
DeEscalated	Outbound	Included in Subject line of email to User regarding a request being de-escalated.
Deleted	Outbound	Included in Subject line of email regarding a deleted request (or Invoice), e.g. Request Deleted.
Delivered	Outbound	Included in Subject line of email regarding an Invoice, e.g. Item Delivered.
Details	Outbound	Included in Subject line of email responding to a request, e.g. Request (or Invoice) Details.
Escalated	Outbound	Included in Subject line of email responding to request, e.g. Request Escalated.
Forum	Outbound	Keyword in Subject line e.g. Forum Update
Group	Outbound	Not used
Hours	Inbound & Outbound	Used in emails when the system refers to hours. For example, SLA and Contract emails.
Incident	Inbound Outbound	Customer must include in Subject line, when updating an Incident. Automatically included in Subject line for emails generated regarding Incidents.
IncidentQueue	Outbound	Inserted as the technician name when a request is assigned to the request Queue and the Technician Name is configured as a parameter in the outgoing email.
Invoice	Outbound	Keyword in Subject line, e.g. Invoice Created (or Details/Deleted/Delivered).
Item	Inbound Outbound	Keyword in Subject line, e.g. Item Classification. Keyword in Subject line e.g. Item # Contract Active, or Item # Status Update
Minutes	Inbound & Outbound	Used in emails when the system refers to minutes. For example, SLA and Contract emails.
NewNote	Outbound	Included in content of email advising that a new Note has been added to a request.
NewSolution	Outbound	Not used.
No	Inbound	Reject or No is used to Reject Requests and must be included in the rejection email.
OrgUnit	Outbound	Keyword in Subject line of email regarding contract status, e.g. OrgUnit Name Contract Active
PlannedOutage	Outbound	Included in Subject line of automated email notifications about planned Item outages.
Prefix	Inbound & Outbound	Included as prefix in email subject line.
Problem	Outbound	Automatically included in Subject line for emails generated regarding Service Requests.
Reassigned	Outbound	Included in the Subject line of emails sent regarding reassigned requests.
ReceivedMessage	Outbound	Included in content of email replying to Customer attempting to update a request that has already been closed. (Subject line Request closed.)
Reject	Inbound	Reject or No is used to Reject Requests and must be included in the rejection email.
Rejected	Outbound	Included in Subject line for emails generated when a request has been rejected and sent to the person responsible managing the approval.
Reminder	Outbound	Reminding the Manager to process a Request that is waiting for approval.
Resolution	Outbound	Included in Subject line for emails generated regarding SLA Resolution times.
Resolved	Outbound	Included in Subject line for emails generated regarding SLA Resolution times.
Response	Outbound	Included in Subject line for emails generated regarding SLA Respnse times.
Restoration	Outbound	Included in Subject line for emails generated regarding SLA Restoration times.
ReviewReminder	Outbound	In Subject line of email reminding User to review Article, e.g. ReviewReminder Article #
Service Request	Inbound Outbound	Customer must include in Subject line, when updating a Service Request. Automatically included in Subject line for emails generated regarding Service Requests.
SolutionCreated	Outbound	Included in Subject line of email to Customer when a solution has been created for an open request.
SolutionFound	Outbound	Included in Subject line of email to Customer when a solution has been found and applied to an open request.
Status	Outbound	Included in Subject line for emails regarding , e.g. Item # Status Update
SystemWarning		Outbound: Warning of unpaid invoice.
Unknown	Outbound	Used in emails when the value of parameters selected for inclusion are not known.
Unpaid	Outbound	Warning of unpaid invoice.
Updated	Outbound	Included in Subject line of email, e.g. Request Updated.
Yes	Inbound	Accept or Yes is used to Approve Requests and must be included in the approval email.

Customize Keywords

To allow the system to recognize an alternative word for a System Keyword:

Select Setup>Email>Templates
Choose the Keywords filter view
Click on the relevant Name hyperlink
Enter the customized word
Click Save.

Error Messages

Error Messages are automatically generated and sent by the system in relation to various application activities. The following table includes details for when each Error Message is used by the system:

Message	Description
ApprovalRequiredContent	The main content of an email sent to a Customer attempting to edit request, which is currently in “Approval” State. Such requests cannot be edited until approval is given.
ApprovalRequiredSubject	Email Subject Line content for ApprovalRequiredContent emails.
InvalidTeam	The main content of an email sent regarding the system receiving an email including an address and name of Team that does not match. For example, email may have been intended for Change Team but used Incident Team address, or vice versa.
NoAccessToItemContent	The main content of an email sent when the system receives an request via email that includes an Item# in the Subject line that the Customer does not have access.
NoAccessToItemSubject	The Subject Line of an email sent when the system receives an request via email that includes an Item# in the Subject line that the Customer does not have access.
NoIncidentFoundContent	The main content of an email sent by the system when it cannot find the Incident # referred to in the email.
NoIncidentFoundSubject	Email Subject Line content for NoIncidentFoundContent emails.
NoPermissionChangeContent	The body of the email sent when a Customer tries to log a Change Request via email and the"Create Change Requests" option is disabled in the Admin>Setup>Privileges>Customer tab.
NoPermissionChangeSubject	The Subject line content included on NoPermissionChangeContent emails.
NoPermissionIncidentContent	The body of the email sent when a Customer tries to log an Incident via email and the"Create Incidents" option is disabled in the Admin>Setup>Privileges>Customer tab.
NoPermissionIncidentSubject	The Subject line content included on NoPermissionIncidentContent emails.
NoPermissionProblemContent	The body of the email sent when a Customer sends a request a Problem Management Team.
NoPermissionProblemSubject	The Subject line content included on NoPermissionProblemContent emails.
NoPermissionRequestContent	The body of the email sent when a Customer tries to log a Service Request via email and the Create Service Requests option is disabled in the Admin>Setup>Privileges>Customer tab.
NoPermissionRequestSubject	The Subject line content included on NoPermissionRequestContent emails.
NoServiceIncidentContent	The content of the email sent when a Customer tries to log an Incident for a Service by including the Item# in the Subject line of their email addressed to the Incident Team, and the"Service Incident" option is disabled in the Admin>Setup>Privileges>Customer tab.
NoTeamFound	The main content of an email sent by the system when it receives an email sent a Team email address that is not in the system.
NoUserFound	The Subject Line included on the NoAccount emails. NOTE:The content for emails sent by the system when it receives emails from addresses that do not exist in the system, i.e., NoAccount email, can be configured in the Full Email Templates filter of the Email>Templates tab.
RequestCreationErrorContent	The system generated email sent when an error occurs during the creation of request. An example of an error would be if the database becomes unavailable during the request creation process.
RequestCreationErrorSubject	The Subject line content included on the RequestCreationErrorContent email.
UnauthorizedApprove	The email sent when a Manager sends email attempting to approve change but does not have approval permission enabled.
UnrecognizedAction	The email sent when a Manager sends an email attempting to accept or reject a Change but does not use the keywords YES or ACCEPT, NO or REJECT.

To edit a Message:

Click on the required message name link
Update the message content
Click Save.

Out of Office

Users can customize multiple Out of Office options within the application, which allows the system to identify incoming email Subject lines with this message in different languages. The system will ignore emails with this content in the Subject line of emails.

To add or edit out of office messages as an Administrator:

Go to the Setup tab
Move to the Email>Templates tab
Select the Out of Office option
Click New or select the relevant message link
Add or amend the Subject line content that is to be identified by the system
Click Save.

SMS Templates

The templated text and parameters for SMS messages sent from the system regarding requests and Item outages are configured within the SMS Templates filter screen of the Templates tab.

Template can be customized for the following messages sent from by the system:

SMS Templates
ApproveChangeSMS	Message sent to Managers when an RFC moves to an Approval State.
ApproveServiceRequestSMS	Message sent to Managers when a Service Request moves into an Approval State.
ClosedRequestSMS	Included at the beginning of the email when a request is closed.
ClosedTimeoutSMS	Used by the handshake facility and prefaces emails sent as Incident Note using the Propose button.
CloseRequestLinkSMS	Message sent with the hyperlink to enable Customers to keep a request open after a possible solution has been sent to them. If the Customer clicks on the link, the automated close process is deactivated.
CloseRequestSMS	Message sent when the handshaking facility is applied and the Technician proposes a Solution to the Customer.
CreateRequestSMS	Message sent to a Customer when a request is created.
DeleteRequestSMS	SMS sent to a User when a request is deleted.
GroupCreateSMS	SMS sent to a User when a request group has been created in the system.
InvoicePrefixSMS	Message sent to a Customer with a newly created Invoice.
ItemStatusChangeSMS	SMS sent to a Customer when an Item Status is changed.
NewAttachmentToTechSMS	SMS sent to a Technician when a Customer uploads an attachment to a request in the Customer Portal.
NoteClosedPrefixSMS	SMS sent to when a new Note is added to a closed request.
NoteClosedSMS	Sent to a Customer when they have attempted to a Note to a request that is already closed.
NotePrefixSMS	Sent each time a new Note is associated with an existing request.
PlannedOutageSMS	Included in the SMS sent when an Item is scheduled to be taken offline.
RequestDeescalate FromToSMS	Message sent when a request is manually de-escalated this message is sent to the newly assigned Technician.
RequestDeescalate NotAvailableSMS	Message sent when a request is manually de-escalated this message is sent to the previously assigned Technician to let them know that the request is no longer available for them to work on.
RequestEscalateFromToSMS	Message sent when a request is manually escalated this message is sent to the newly assigned Technician.
RequestEscalateNot AvailableSMS	Message sent when a request is manually escalated this message is sent to the previously assigned Technician to let them know that the request is no longer available for them to work on.
RequestReassignedManager PrefixSMS	This message is sent when the Manager responsible for processing the approval of a request is changed and is sent to the previously assigned Manager.
RequestReassignedManager ToTechPrefixSMS	The message included in an email when a request moves from a Manager Approval State to the newly assigned Technician User.
RequestReassignPrefixSMS	When a request is reassigned this message is sent with the request details to the previously assigned User.
RequestReassignToPrefixSMS	When a request is reassigned this message is sent with the request details to the newly assigned User.
RequestStatusChanged PrefixSMS	The content of an email sent when the Status of a request is moved from Pending-No Contract to the default open state of the assigned Workflow. This is sent to the assigned Technician.

To customize an SMS message template:

Select Setup > Email > Templates
Move to the SMS Templates filter

Select the Message Name hyperlink

The HTML editor appears.

Icon	Description
Insert Parameter	The drop-down list options provides specific details to be included on the SMS message.
Restore Defaults	Restores the system default SMS message.

Modify the message as required

As part of the customization, the Administrator can use the existing parameters included in the Insert Parameter drop down list. Using these options ensures the customized message use the correct format for the details regarding this information.
Click Save.

SMS Parameters

Parameters for new and updated Request templates:

Parameter	Source
Process	Shows if the request is a Service Request, Incident, Problem or Change.
New Status	Shows the Workflow State assigned to the request.
Request Id	Shows the system generated request identification number.
Request URL	A direct link to the request.

Parameters for the Group templates:

Parameter	Source
Group #	Shows the Group ID number.
Group URL	A direct link to the request Group.
Group Type	Identifies the Group as Service Request, Incident, Problem or Change requests.

Parameters for the Invoice template:

Parameter	Source
Invoice #	Shows the Invoice number.
Invoice URL	A direct link to the invoice.

Parameters for the Item Status Change templates:

Parameter	Source
Item Number	Shows the Item Number as recorded in the Item Information tab.
Status	Shows the Status of the Item as recorded in the Item Information tab.

Parameter for the New Attachment template:

Parameter	Source
File Name	Allows the file name of the newly received attachment to be included in the email to the User.

Parameters for the Planned Outage templates:

Parameter	Source
Outage End Date	Drawn from the End Date field in the Configuration>Planned Outages screen.
Outage Items	Shows the Items associated with the Planned Outage in the Configuration>Planned Outages tab.
Outage Start Date	Drawn from the Start Date field in the Configuration>Planned Outages screen.

Parameters for the Escalation templates:

Parameter	Source
Current Technician	Shows the name of the newly assigned Technician.
Previous Technician	Shows the name of the Technician who was previously assigned the request.
Process	Shows the ITIL Process of the request, i.e., Change, Incident, Problem or Service Request.
Request ID	Shows the Request identification number.

A.2.3 Email Signatures

Email Signatures that are applied at the base of all emails sent by the system are customized within the Full Email Templates filter of the Setup>Email>Templates tab. These can also be customized on a per Team basis using the Localization functionality.

To set the system default Signature:

Select Setup>Email
Go to the Templates Tab

The Full Email Templates filter view is displayed
Click to the final page of the Email Templates
Select the Signatures link
Edit the content
Click Save.

Team Signatures

After Teams have been created by the Supervisor in the User>Teams tab, an Administrator can customize the content of the Signature for the Team within the Setup>Localization>Content tab. This function allows individual signatures to be customized for each Team and in the relevant language for Customers.

To amend the Signature details on a per Team basis:

Select Setup>Localization
Click the Content tab
Select the Link of the language file to be customized

To create a signature file for each Team in English, select the English Locale link.
In the Category list select Email Signatures

A Signature list is displayed that includes the default Signature and the list of Team names configured in the system.
Select the Team Signature within the drop down list
Click Edit
Amend the signature details
Click Save.