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.
  1. To create an email template
  2. In the Process Manager portal, click
    Admin > Process Automation
    .
  3. On the
    Available Services
    page, expand
    Incident Management
    and then click
    Service Dashboard
    .
  4. On the
    Automation Rules
    page, in the
    Actions: INCIDENT-MGMT
    section, click
    Manage Email Templates
    .
  5. On the
    Notification Templates
    page, in the
    Email Templates
    section, click
    Add Email Template
    .
  6. In the
    Add Email Template
    dialog box, in the
    Template Type
    area, 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 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.
  7. (Optional) If you selected
    Data Event
    , in the
    Event
    drop-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 the
    Event
    drop-down list, click
    CommentAdded
    .
  8. In the
    Name
    field, type the name for the email template.
    This name displays on the
    Notification Templates
    page, in the
    Email Templates
    section.
  9. (Optional) In the
    Description
    field, type the description of the email template.
    This description displays on the
    Notification Templates
    page in the
    Email Templates
    section.
  10. In the
    From
    field, type the email address of the user or group sending the message.
  11. (Optional) In the
    Subject
    field, type the subject of the email.
  12. (Optional) In the
    Body
    field, 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}
    }
    ${WorkflowTrackingId}
    is the variable that is added to the body of the email when you select
    Workflow Tracking ID
    in the
    Available Fields
    section.
  13. (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.
  14. When you are finished, click
    Save
    .