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ServiceDesk 7.1/7.1 SP1/7.1 SP2: How to Add a New Email Template 

Mar 23, 2012 01:53 PM

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

  1. Open the SD.EmailServices project in Symantec Workflow.
    Note that the existing templates are named according to the content and only have components for the subject line, body, and header.
  2. In the Projects tree view on the left, right-click SD.EmailServices (the top-level  node in the tree view) and select New Model.
  3. In the Create New Model dialog box, provide the following information to name and categorize the 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

  1. When you are satisfied with the name and the Parent category, click OK.
  2.  To add the subject line, body, and header components to the new template use one of  the following methods: 

Copy and paste

  • Copy and paste the subject line, body, and header components from an existing template.
  • Configure  the template components: Subject line, body, and header.

Manually add Merge Text components

  • Add a Merge Text component for the subject line and configure  the component.
  • Add a Merge HTML component for the body of the email and configure  the component.
  • Add a Merge Text component for the head and configure  the component.

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