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 that is sent to a customer when a request is closed.
ClosedTechPrefix	Message template for an email sent to a technician when a request is closed.
ClosedTechTimeout	Message template for an email sent to a technician when a request is closed automatically due to lack of customer response to the solution proposed by the technician.
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.
CloseTech Request	Message template for an email sent to a technician after the Service Desk proposed a solution to the customer. It informs that the request will be closed if there is no action from the customer.
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.
CreateTechChange	Message template for an email sent to a technician when a change request is created.
CreateTechIncident	Message template for an email sent to a technician when an incident is created.
CreateTechProblem	Message template for an email sent to a technician when a Problem request is created.
CreateTechServiceRequest	Message template for an email sent to a technician when a service request is 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 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.
NoteTechPrefix	Message template for an email sent to a technician when a the customer follow-up is added as a note to 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.