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.