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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. 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.