Editing email templates for Incident Management

Article:HOWTO82244  |  Created: 2012-11-05  |  Updated: 2013-04-18  |  Article URL http://www.symantec.com/docs/HOWTO82244
Article Type
How To


Subject


Editing email templates for Incident Management

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.

Note:

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

  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 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.

  5. (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.

    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 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.

  7. (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.

  8. (Optional) In the From field, edit the name of the user or group sending the message.

  9. (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.

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

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

  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. (Optional) Remove additional information from a specific area of the email.

  14. When you are finished, click Save.

See Creating email templates for Incident Management

See Deleting email templates for Incident Management


Legacy ID



v78499855_v81470773


Article URL http://www.symantec.com/docs/HOWTO82244


Terms of use for this information are found in Legal Notices