Editing email templates for Incident Management
|Article:HOWTO82244|||||Created: 2012-11-05|||||Updated: 2013-04-18|||||Article URL http://www.symantec.com/docs/HOWTO82244|
You can edit email templates if necessary. If you edit an email template before you use it in the Send Email action of a rule, you can edit all parts of the template. If you edit an email template after you use it in the Send Email action of a routing rule, do not edit the Template Type. Template Type makes the email template available only to rulesets that correspond to the event type that you select.
For example, process event email templates are only available to process event type rulesets. If you want to use that same email template for a different template type, you need to create a new email template. Then, you need to create a new rule to deliver it.
Do not change the Template Type in an email template after you use it in a rule. Changing the Template Type appears to remove the selected email template from the Send Email action of the rule. Because the rule uses the ID number of the email template, the email is still sent, but it may not display the information as expected.
To edit an email template
In the Process Manager portal, click Admin > Process Automation.
On the Available Services page, expand Incident Management and then click Service Dashboard.
On the Automation Rules page, in the Actions: INCIDENT-MGMT section, click Manage Email Templates.
On the Notification Templates page, in the Email Templates section locate the email template that you want to edit. To the right of the email template, click the Action symbol (orange lightning) and then click Edit Email Template.
(Optional) In the Edit Email Template dialog box, in the Template Type area, change the Template Type only if you have not created a rule that delivers the email template.
(Optional) If you changed the template type to Data Event, in the Event drop-down list, select a data event.
For example, you want to edit the 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.
(Optional) In the Name field, edit the name for the email template.
This name displays on the Notification Templates page, in the Email Templates section.
(Optional) In the From field, edit the name of the user or group sending the message.
(Optional) In the Description field, edit the description of the email template.
This description displays on the Notification Templates page in the Email Templates section.
(Optional) In the Subject field, edit the subject of the email.
(Optional) In the Body field, edit the message.
(Optional) Add additional information to a specific area of the email.
(Optional) Remove additional information from a specific area of the email.
When you are finished, click Save.
Article URL http://www.symantec.com/docs/HOWTO82244