Updated instructions are now availabe for the"To add a new email template" procedure that is in the "Define E-Mail Content" topic in the ServiceDesk 7.1 and 7.1 SP2 Customization Guides. The updated instructions are in the Symantec ServiceDesk 7.1 SP2 Customization Guide. You can find the updated ServiceDesk 7.1 SP2 Customization Guide at the following URL: http://www.symantec.com/docs/DOC2150
To add a new email template
Name
Use the Parent model name as the prefix in the new model name. Use a naming convention that reflects the function of the template.
For example, you want to add an email template to Incident Templates. This template lets you send an email to notify the submitter that the incident has been postponed. An appropriate name for the template might be Incident.Postponed.
Note that you can always rename the template. Right-click the new template and select Rename Model.
Parent
In the Parent drop-down list, select the Parent model as the respective project.
For example, you want Incident.Postponed to appear in the Incident Templates branch of the Projects tree view. Select Incident Templates in the drop-down list
Copy and paste
Manually add Merge Text components