Creating email templates for Incident Management

Article:HOWTO82243  |  Created: 2012-11-05  |  Updated: 2013-04-18  |  Article URL http://www.symantec.com/docs/HOWTO82243
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How To


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Creating email templates for Incident Management

Before you can configure rules to send out email notifications, you must first create your email templates for those notifications. You can create email templates and associate them with actions. For example, a VIP submits an incident. A preconfigured email can be sent to a specific user or group notifying them of a VIP incident submittal. The email template can be preconfigured with subject line and message information.

Note:

The Send Email process type action, on the Incident Management Process View page uses the Incident Management email templates. You may want to create email templates specifically for your technicians to use when working an incident ticket.

Video: For more information about creating email templates and creating rules to send emails, see ServiceDesk Configuration: Manage Email Templates in ServiceDesk on Symantec Connect.

To create an email template

  1. In the Process Manager portal, click Admin > Process Automation.

  2. On the Available Services page, expand Incident Management and then click Service Dashboard.

  3. On the Automation Rules page, in the Actions: INCIDENT-MGMT section, click Manage Email Templates.

  4. On the Notification Templates page, in the Email Templates section, click Add Email Template.

  5. In the Add Email Template dialog box, in the Template Type area, select one of the following template types:

    Process Event

    • Lets you create an email template for process event rulesets.

    • The list of available fields in the Available Fields section corresponds specifically to process events.

    • These email templates appear in the list of available email templates when you create a rule to deliver an email for a process event ruleset.

      For example, a process event email template can be delivered from the OnIncidentReceived ruleset.

    Data Event

    • Lets you create an email template for a specific data event ruleset.

    • Lets you use the Event field to assign a data event category to the email template.

    • The list of available fields in the Available Fields section corresponds specifically to the type of data events that you select.

    • These email templates appear in the list of available email templates when you create a rule to deliver an email for that specific data event.

      Note that the email template is only available for its corresponding data event ruleset.

      For example, you create a ruleset for <OnDocumentAdded> data event. You create a rule to deliver an email anytime a document is added to the incident ticket. When you create the email template for this rule, you must select DocumentAdded in the Event drop-down list.

  6. (Optional) If you selected Data Event, in the Event drop-down list, select a data event.

    For example, you want to create an email template so you can send an email out when a comment is added to an incident ticket. In the Event drop-down list, click CommentAdded.

  7. In the Name field, type the name for the email template.

    This name displays on the Notification Templates page, in the Email Templates section.

  8. In the From field, type the name of the user or group sending the message.

  9. (Optional) In the Description field, type the description of the email template.

    This description displays on the Notification Templates page in the Email Templates section.

  10. (Optional) In the Subject field, type the subject of the email.

  11. (Optional) In the Body field, type the message.

    If you want to let the end user's reply to the emails and have ServiceDesk capture those emails, you must add a reply code.

    Use the following format:

    {IID= ${WorkflowTrackingId}}

    ${WorkflowTrackingId} is the variable that is added to the body of the email when you select Workflow Tracking ID in the Available Fields section.

  12. (Optional) Add additional information to a specific area of the email.

    • In the Add To area, select the field (From, Subject, or Body) to which you want to add the additional information.

    • Then, in the Available Fields section, select the fields that you want to add.

    • Repeat this step until you are finished adding additional information.

  13. When you are finished, click Save.

See Editing email templates for Incident Management

See Deleting email templates for Incident Management


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