Difference between revisions of "Email Templates"
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* '''User Fields -''' Fields pertaining to the current logged in user. | * '''User Fields -''' Fields pertaining to the current logged in user. | ||
* '''Company Fields -''' Data from the [[Company Information]] settings | * '''Company Fields -''' Data from the [[Company Information]] settings | ||
* '''Custom Variables -''' Special | * '''Custom Variables -''' Special variables available to all templates that you can add to and modify, as needed. | ||
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* '''Task Fields -''' Fields pertaining to the Task associated with this [[Service Level Agreement]].<br>(A ''Task'' specifies the action that needs to be performed, and the deadline for it to occur.) | * '''Task Fields -''' Fields pertaining to the Task associated with this [[Service Level Agreement]].<br>(A ''Task'' specifies the action that needs to be performed, and the deadline for it to occur.) | ||
* '''Company Fields -''' Data from the [[Company Information]] settings | * '''Company Fields -''' Data from the [[Company Information]] settings | ||
* '''Custom Variables -''' Special | * '''Custom Variables -''' Special variables available to all templates that you can add to and modify, as needed. | ||
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'''To get a template variable:''' | '''To get a template variable:''' | ||
Revision as of 22:00, 21 March 2013
> Customize > Email Templates
About Email Templates
Email templates are used to carry on case-related communications. The variables they contain are replaced with case-specific data, to create a customized message. A large collection of templates have been predefined for use in a variety of circumstances. For example, one template is used to tell a customer that a new case has been created for an issue they reported, while another tells them when a Note has been added to their case.
You can create new templates, and modify the ones that already exist.
Working with Email Templates
Creating or Editing an Email Template
- Go to
> Customize > Email Templates - Click [New Email Template] or select an existing template
- Fill in the information below
- Click [Save]
Tip: The easiest way to create your own template is to start by copying one that is close to what you want. That way, many of the variables you need are already in the template body.
Available Template Fields
This section contains the Template Variable Tool. It gives you variables to use in the template.
The list varies, depending on the type of template you're creating:
Case Templates - Case Fields - Fields containing case-specific information.
- User Fields - Fields pertaining to the current logged in user.
- Company Fields - Data from the Company Information settings
- Custom Variables - Special variables that are available to all templates. you can add to and modify, as needed.
(Some, like "Support Team Name", were created when ServiceDesk was installed.) - Current Note - Fields from the last note added to the case
- (Items below the line are loop variables that come from Related Records--records in other objects that are connected to the current case by a Lookup field.)
- Previous Notes - Fields from the list of notes that were added previously
Note:
Previous Notes variables are used in a Velocity template-language loop like this:- #foreach($item in $__previous_notes__)
...$item.description...
#end
- #foreach($item in $__previous_notes__)
Service Portal Invitations - User Fields - Fields pertaining to the current logged in user.
- Company Fields - Data from the Company Information settings
- Custom Variables - Special variables available to all templates that you can add to and modify, as needed.
SLA Notifications - Case Fields - Fields containing case-specific information.
- Task Fields - Fields pertaining to the Task associated with this Service Level Agreement.
(A Task specifies the action that needs to be performed, and the deadline for it to occur.) - Company Fields - Data from the Company Information settings
- Custom Variables - Special variables available to all templates that you can add to and modify, as needed.
To get a template variable:
- Under Category select the kind of field you want to access.
(The list varies, depending on the type of template.) - Select the field you want.
- Otherwise, the template variable appears.
- Copy the name that appears in the Variable field, and paste it into one of the template fields.
- (For example, From Name:, From Email Address:, Subject:, or Message:.)
Basic Information
- Template Name - The name that appears in the list of templates.
- Type - Specify the type of template, which determines where it can be used and which template variables are available.
- Case Response - The template is used to notify the end user when a Case Worker has added a comment to a Case, or to send and automatic response when the end user has corresponded via Email to Case or Web to Case.
- Service Portal Invitation Template - The template will be sent to a customer to invite them to the Service Portal.
- SLA Notification Template - The template is used to send reminders and (re-)assignment announcements, as part of SLA processes.
- From Name - The name that indicates the person or department the email came from. For example, "Company Support".
- From Address - The email address that end-user replies will go to. (See the note below)
- Subject - Subject for the message.
- Message - Choose how you want to compose the message:
- Use the WYSIWYG HTML Editor
- Paste HTML code written in an external editor into the RAW HTML window
- Write a Plain Text message
-
Tip: Most templates are set up to use the Email to Case mailbox as the "From" address. That way, replies to each message are automatically recorded as part of the Case.
Attachments
Choose one or more of the Document Templates you've created to encapsulate Case data. The document is generated from the data and attached to the message.