Create Message Templates

Create a message template that contains the values to use for the notification message. When you send multiple notification messages, you can use the message templates to simplify your workload.
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HID_Create Message Templates
Create a message template that contains the values to use for the notification message. When you send multiple notification messages, you can use the message templates to simplify your workload.
Follow these steps:
  1. Select Notifications, Message Templates
     
    from the Administration
     
    tab.
    The Message Template List page opens.
  2. Click Create New.
    The Create New Message Template page opens.
  3. Complete the fields as appropriate.
    • Symbol
      Defines a unique identifier for this message template.
    • Object Type
      Specifies the object type associated with this template. For example, select Request/ Incident/ Problem for any notification related to a ticket.
    • Record Status
      Specifies the status of the template as either active or inactive. Set the status to Active to use the message template.
    • Auto Notification
      Specifies to send the notification associated with this template automatically, when the activity occurs. For example, you set up an initial notification, set up the objects to notify, and set up the message template, but you are not ready to turn on the notifications. In this case, you do not select Auto Notification. When you are ready to start automatic notifications, you select the check box. The notification becomes active and occurs as defined.
    • Notify Level
      Indicates the relative importance of sending this notification. For example, select Emergency if you want to send the email notification to the contact immediately when the associated activity occurs.
    • Notification Message Title
      Specifies the summary title of the message. You can use variables to insert the incident number in the message title. For example, @{call_req_id.type.sym} @{call_req_id.ref_num} @{type.sym}.
    • Notification Message Body
      Specifies the content of the message. You can use variables to insert the analyst name, end-user name, and description into the message. For example
      @{call_req_id.type.sym} @{call_req_id.ref_num} @{type.sym}.
      Assigned to: @{call_req_id.assignee.combo_name}
      Customer: @{call_req_id.customer.combo_name}
      Description: @{call_req_id.description}
      Click on the following URL to view:
      @{call_req_id.web_url} 
      You can add a survey URL to a message template. The survey url uses the following parameters: 
      #{SURVEY_ID,CNT_ID,CONTEXT_PERSID}
      If the parameters
      CNT_ID
      and 
      CONTEXT_PERSID
       are preceded by
      @
      , then the value must be expanded, otherwise the value is replaced in the survey URL. 
      http://NX_WEB_CGI_URL?OP=DO_SURVEY+SVY_ID=
      SURVEY_ID
      +CNT_ID=
      CNT_ID
      +CNTXT_PERSID=
      CONTEXT_PERSID
      +MSG_DIGEST=message_digest_of_the_url
      Replace the current string with the new string to update the survey URL link in the message template:
      Current String
      <a href="https://servicedeskhost/CAisd/pdmweb1.exe?OP=DO_SURVEY+SVY_ID=
      400001
      +CNT_ID=
      @{call_req_id.customer.id}
      [email protected]
      {call_req_id.persistent_id}
      "></a>
      New String
      <a href="#{
      400001,@call_req_id.customer.id,@call_req_id.persistent_id
      }"></a> 
      You can use the ARTIFACT keyword to specify how artifacts are handled in outbound messages, message templates, notifications, and auto-replies. The ARTIFACT keyword uses the following values:
      • NONE
         -- Specifies no validation of artifacts. This value is the same as not using the keyword.
      • PROTECTED
         -- Validates a ticket against the hash for confirmation. If confirmation fails, the artifact is considered invalid and filtering fails when filtering searching for an artifact ({{object_id}}).
      • SECURE
         -- Decrypts the ticket number. If the value is not a valid password, the artifact is considered invalid and filtering fails when filtering is searching for an artifact ({{object_id}}).
    • HTML Message
      Specifies the HTML message that is displayed to the recipient. If the recipient receives the message on an external device, such as a cell phone or PDA, the message displays in plain text only. Click Edit HTML Message to open the HTML Editor.
    • Quick View
      Displays the message as it appears to the recipient.
    • HTML Source
      Displays the message in the HTML source code.
  4. Click Save.
    The message template is created.