Email Templates

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About Email Templates

Email templates are used to carry on case-related communications. The variables they contain are replaced with case-specific data, to create a customized message. A large collection of templates have been predefined for use in a variety of circumstances. For example, one template is used to tell a customer that a new case has been created for an issue they reported, while another tells them when a Note has been added to their case.

You can create new templates, and modify the ones that already exist.

Working with Email Templates

Creating or Editing an Email Template

1. Go to > Customize > Email Templates
2. Click [New Email Template] or select an existing template
3. Fill in the information below
4. Click [Save]

Available Template Fields

This section contains the Template Variable Tool. You'll use it to get variables to use in the template. The list can vary, depending on the type of template you're creating, but generally the list will look something like this:

• Case Fields - Fields containing case-specific information.
• User Fields - Fields pertaining to the current logged in user.
• Company Fields - Data from the Company Information settings
• Current Note - Fields from the last note added to the case
• Previous Notes - Fields from the list of notes that were added previously
  These values are used in a Velocity template-language loop, like this:

  #foreach($note in $__previous_notes__)
     ...$note.description...
  #end

• Custom Variables - Special variables that you can add to and modify, as needed.
  (Some, like "Support Team Name", were created when ServiceDesk was installed.)

Basic Information

• Template Name - The name that appears in the list of templates.
• Type - Specify the type of template, which determines where it can be used and which template variables are available.

• Case Response - The template is used to notify the end user when a Case Worker has added a comment to a Case, or to send and automatic response when the end user has corresponded via Email to Case or Web to Case.
• Service Portal Invitation Template - The template will be sent to a customer to invite them to the Service Portal.
• SLA Notification Template - The template is used to send reminders and (re-)assignment announcements, as part of SLA processes.

• From Name - The name that indicates the person or department the email came from. For example, "Company Support".
• From Address - The email address that end-user replies will go to. (See the note below)
• Subject - Subject for the message.
• Message - Choose how you want to compose the message:

• Use the WYSIWYG HTML Editor
• Paste HTML code written in an external editor into the RAW HTML window
• Write a Plain Text message

Tip: Most templates are set up to use the Email to Case mailbox as the "From" address. That way, replies to each message are automatically recorded as part of the Case.

Add a Template Variable

Use the Template Variable Tool at the top of the page to get variables you can use in the template:

1. Under Category select the kind of field you want to access.
   (The list varies, depending on the type of template.)
2. Select the field you want.

   The template variable appears.

3. Copy the name that appears in the Variable field, and paste it into one of the template fields.

   (For example, From Name:, From Email Address:, Subject:, or Message:.)

Tip: The easiest way to create your own template is start by copying one that is close to what you want. That way, many of the variables you need are already in the template body.

Attachments

Choose one or more of the Document Templates you've created to encapsulate Case data. The document is generated from the data and attached to the message.