Creating Email Templates for Incident Management
Before you can configure rules to send out email notifications, you must first create your email templates for those notifications. You can create email templates and associate them with actions. For example, a VIP submits an incident. A preconfigured email can be sent to a specific user or group notifying them of a VIP incident submittal. The email template can be preconfigured with subject line and message information.
The
Send Email
process type action, on the Incident Management Process View
page uses the Incident Management email templates. You may want to create email templates specifically for your technicians to use when working an incident ticket.- To create an email template
- In the Process Manager portal, clickAdmin > Process Automation.
- On theAvailable Servicespage, expandIncident Managementand then clickService Dashboard.
- On theAutomation Rulespage, in theActions: INCIDENT-MGMTsection, clickManage Email Templates.
- On theNotification Templatespage, in theEmail Templatessection, clickAdd Email Template.
- In theAdd Email Templatedialog box, in theTemplate Typearea, select one of the following template types:Process Event
- Lets you create an email template for process event rulesets.
- The list of available fields in theAvailable Fieldssection 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 theOnIncidentReceivedruleset.
Data Event- Lets you create an email template for a specific data event ruleset.
- Lets you use theEventfield to assign a data event category to the email template.
- The list of available fields in theAvailable Fieldssection 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 selectDocumentAddedin theEventdrop-down list.
- (Optional) If you selectedData Event, in theEventdrop-down list, select a data event.For example, you want to create an email template so you can send an email out when a comment is added to an incident ticket. In theEventdrop-down list, clickCommentAdded.
- In theNamefield, type the name for the email template.This name displays on theNotification Templatespage, in theEmail Templatessection.
- (Optional) In theDescriptionfield, type the description of the email template.This description displays on theNotification Templatespage in theEmail Templatessection.
- In theFromfield, type the email address of the user or group sending the message.
- (Optional) In theSubjectfield, type the subject of the email.
- (Optional) In theBodyfield, type the message.If you want to let the end user's reply to the emails and have ServiceDesk capture those emails, you must add a reply code.Use the following format:{IID=${WorkflowTrackingId}}is the variable that is added to the body of the email when you select${WorkflowTrackingId}Workflow Tracking IDin theAvailable Fieldssection.
- (Optional) Add additional information to a specific area of the email.
- In theAdd Toarea, select the field (From,Subject, orBody) to which you want to add the additional information.
- Then, in theAvailable Fieldssection, select the fields that you want to add.
- Repeat this step until you are finished adding additional information.
- When you are finished, clickSave.