Configuring Notification Templates

You can view or modify the Notification Templates for the various modules of the SummitAI application. The Analysts use these Notification Templates to send various types of e-mail communication to the End Users. The Notification Templates ensure that e-mails are sent to the End Users in a particular format and no information is missed out. This also saves the Analysts' time in typing in the e-mail communications.

To configure Notification Templates:

Select Admin > Advanced > Notifications > Notification Template.
On the NOTIFICATION TEMPLATE page, click ADD NEW on the ACTIONS panel.
Select the Tenant and specify the new Notification Template details. For more information about the fields on the NOTIFICATION TEMPLATE page, see Field Description.

Figure: NOTIFICATION TEMPLATE

4. Click SUBMIT. A new Notification Template is configured.

Field Description

The following table describes the fields on the NOTIFICATION TEMPLATE page:

Fields	Description
DETAILS
Module Name	Select the module name from the list.
Template Type	Displays the template type for the Incident Management and Service Request modules. Select the required option from one of the following options: All - If selected, the template will be available for both Send E-Mail and User Communication. Screenshot Figure: All option selected Send E-mail - If selected, the template will be available only for Send E-Mail functionality for Incident and Service Request module. User Communication - If selected, the template will be available under Communications tab on Incident details page and Service Request details page for IM and SR modules respectively. A sample screenshot is shown below: Figure: Template Type Note By default, User Communications option is selected.
Group	Lists the configured groups for a particular Tenant. Select the appropriate group from the drop-down list.
Template Name	Type in the Notification Template name.
Language	Select a language in which you want to create the notification template. If the same notification template is already available in the selected language, then that template is updated else a new template is created. Note: The static fields (Module Name, Template Type, Template Name, and Group) and predefined keywords cannot be converted into the other language. The default language for these elements is English.
Subject	Specify the subject of the e-mail. The Subject field is displayed for Problem Management, Work Order and Release Management modules as well, along with other modules such as Incident Management, Service Request, Change Management, Asset Management and IT Operations Management. The Subject field is displayed with default keywords and subject content. You can edit the keyword or the Subject content. Example - Default Keywords Problem Management Module : The keyword PROBLEMID is displayed by default in the Subject field for all Notification templates. The keyword can be edited or deleted. However, PROBLEMID keyword is mandatory to trigger a notification. Work Order Module : The keyword CALLID is displayed by default in the Subject field for all Notification templates. The keyword can be edited or deleted. However, CALLID keyword is mandatory to trigger a notification. Release Management Module : The keyword RELEASEID is displayed by default in the Subject field for all Notification templates. The keyword can be edited or deleted. However, RELEASEID keyword is mandatory to trigger a notification. Keywords should always be specified between two asterisks . For Example: CALLER* The Subject content specified in Subject field will be displayed as subject line of the triggered e-mail. Also, the same subject will be displayed under Communication History tab under ACTIONS panel for system generated e-mails for the respective module. If an appropriate Subject is not specified then the e-mail notification will not be triggered. Example If Subject field is mentioned without any keyword, and just with the Subject content. In this case, notification will not be triggered. For example: If the user has to mention the Subject* for an email notification template when an email is sent to the Requestor when a new Problem Record is logged.* Incorrect Subject: New Problem Record Logged Correct Subject: PROBLEMID* - New Problem Record Logged*
Enable for Push Notification	If selected, this Notification Template is included in the push notifications.
Show HTML/ Show Editor	Click Show HTML to view the mail template in HTML format. If Editor view is selected, Show HTML option is available. Click Show Editor to view the mail template in the Editor. If HTML view is selected, Show Editor option is available.
Keywords	Click the Keyword hyperlink to view the list of configured keywords that are used to create the mail template. See Screen Shot On the KEYWORDS pop up page, the following fields are displayed: Figure: KEYWORDS pop-up page Phrase: It lists the HTML tags that are used to replace and customize the pre-defined e-mail template. Description: It is the description for the phrases.
Bold icon	Click the icon to bold the text.
Italics	Click the icon to change the text to italics.
Underline	Click the icon to underline the text.
Left Align	Click the icon to align the text to left.
Center Align	Click the icon to align the text to center.
Right Align	Click the icon to align the text to right.
Insert Ordered List	Click the icon to insert numbering format to the text.
Insert Unordered List	Click the icon to insert bullet format to the text.
Font Size	Select the font size for the text from the list.
Font Family	Select the font family for the text from the list.
Add Link	Click the icon to add hyperlink.
Remove Link	Click the icon to remove the hyperlink.
Change Text Color	Click the icon to select a color to the font.

Problem Management Work Order, Release Management E-MAIL TEMPLATE DETAILS

The following table describes the e-mail notification templates used for various purposes in the PM, RM and Work Order modules.

Problem Management

Template Name	Description	Group
5Why Action Owner Mail	This email notification is sent to 5Why Remediation Action Owner.	GENERAL
Problem Record not approved acknowledge	This acknowledge email notification is sent to the Approver when the Approver replies to the e-mail does not have Approve or Reject buttons.	GENERAL
Problem Record Approval E-mail	This acknowledge email notification is sent to the Authorizers when a Problem Record is created.	GENERAL
Problem Record Assigned to Workgroup	This email notification is sent when the Problem record is Assigned to the Workgroup.	GENERAL
Auto Escalation	This email notification is sent as Auto Escalation E-mail - Approvals/RCA Deadline/Closure Deadline.	GENERAL
Deadline date Prenotification	This email notification is sent as pre-notification to Workgroup members for Resolution deadline.	GENERAL
Authorized, initiate RCA	This email notification is sent after Initial Authorization to Requestor or Workgroup or Approver to submit the RCA.	GENERAL
New Problem Record Logged	This email notification is sent to the Requestor when a new Problem Record is logged.	GENERAL
Pre Authorized, waiting for Authorization	This email notification is sent to the Requestor when a Problem Record is pre- authorized and waiting for the authorization.	GENERAL
Pre Authorized, Authorization Required	This email notification is sent to the Authorizer when a Problem Record is pre- authorized and authorization is required.	GENERAL
Custom E-Mail Notification	This email notification is sent to as per the configuration (Problem > Configuration > E-Mail Notification).	GENERAL
RCA Approval	This email notification is sent to the Approver when RCA is submitted.	GENERAL
RCA Resubmitted, Approval Required	This email notification is sent to the Approver when RCA is re-submitted.	GENERAL
Reassigned Workgroup	This email notification is sent to the Workgroup members when Workgroup is changed.	GENERAL
Reassigned Workgroup, Authorization Required	This email notification is sent to the Authorizer when the Workgroup is changed.	GENERAL
Problem Record Re-Opened	This email notification is sent to the Requestor and Analyst when a Problem Record is re-opened.	GENERAL
Problem Record Resubmitted	This email notification is sent to the Requestor/Assigned Analyst OR Workgroup when Problem Record is Resubmitted.	GENERAL
Resubmitted, Authorization Required	This email notification is sent to the Authorizer when a Problem record is re-submitted.	GENERAL
Problem Record Review	This email notification is sent to the Reviewer after RCA is approved.	GENERAL
Action "SEND E-MAIL"	This email notification is sent based on the Analyst's actions in "SEND E-MAIL" pop-up page (Problem Details page> ACTIONS > SEND E-MAIL).	GENERAL
Action "SEND E-MAIL" with Details	This email notification is sent based on the Analyst's actions in "SEND E-MAIL" pop-up page (Problem Details page> ACTIONS > SEND E-MAIL > Include Incident Information).	GENERAL
Problem Record Update	This email notification is sent to the Requestor or Analyst whenever a Problem Record is updated.	GENERAL

Note

As the Subject field is editable now, a few of the earlier backend templates of Problem Management are also listed and displayed.

Work Order

Template Name	Description	Group
Work Order resolve email to caller	This email notification is sent to the Caller when the Work Order is resolved.	GENERAL
Work Order update email to caller	This email notification is sent to the Caller when the Work Order is updated.	GENERAL
Closed Work Order email to caller	This email notification is sent to the Caller when the Work Order is closed or cancelled..	GENERAL
Work Order Assigned email to Analyst	This email notification is sent to the Analyst when the Work Order is assigned.	GENERAL
Work Order update email to caller if notification to caller is enable	This email notification is sent to the Caller for Work Order updates, if enable for caller.	GENERAL
Work Order update email to workgroup, if notification top workgroup is enable	This email notification is sent to the Work Group when the Work Order is assigned.	GENERAL
Work Order Assigned email to Workgroup	This email notification is sent to the Workgroup users if the Work Order is not assigned to engineer.	GENERAL
New Work Order email to caller	This email notification is sent to the Caller when a new Work Order is created.	GENERAL
Work Order email to Analyst for Pending Status	This email notification is sent to the Analyst for the Work Order Pending status.	GENERAL
Work Order resolve email to workgroup	This email notification is sent to the Workgroup when the Work Order is resolved.	GENERAL
Email sent through Send e-mail	This email notification is sent to the CC persons for Work Order details send through Send Mail.	GENERAL
Esacalation for UnAssigned Work Order	This escalation email notification is sent when a Work Order is not assigned.	GENERAL
Esacalation for UnResolved Work Order	This escalation email notification is sent when a Work Order is not resolved.	GENERAL

Note

As the Subject field is editable now, a few of the earlier backend templates of Work Order are also listed and displayed.

Release Management

Template Name	Description	Group
Release Record assigned	This email notification is sent to the assigned Analyst.	GENERAL
New Release record created	This email notification is sent to the Requestor or Workgroup when the Release Record is created.	GENERAL
Release Record Authorization Notification Mail	This email notification is sent to the Authorizer when Release Record is created.	GENERAL
Release Record Approval Notification Mail	This email notification is sent to the sent to the Approver when the Release Record is authorized.	GENERAL
Release record Update	This email notification is sent to the Requestor when the Release Record is updated.	GENERAL
Status Update Mail	This email notification is sent to the Requestor or to the configured email ID present in pre-notification email ID and post notification email ID.	GENERAL

Email Notification to Configuration Item (CI) Owners when a CI is Linked to a Change Record (CR)

You can configure to trigger an email notification to the CI owners when a CI is linked to a CR. If a CI owner owns one CI, then any change in the linking status of the CI with a CR will trigger an email notification to that CI owner with the details of that CI. If a CI owner owns two or three CIs, and there is a change in the linking status of the CIs with CRs, then it will trigger an email notification to the CI owner with consolidated details of all the CIs.

An email notification is sent to the CI owners whenever the following actions are taken upon a CI:

CI is linked to a CR at any stage of the CR and submitted.
CI is delinked from a CR.
CI is implemented.
CI is closed.
CI is cancelled.

Configure email notifications to be sent to CI owners when different actions are taken upon a CI by performing the following steps:

Navigate to Admin > Notifications > Notification Template.
Select a Tenant from the left side menu, for which you want to configure email notifications to trigger when a CI is linked to a CR.
Click icon to change the module to Change Management. Select Change Management from the dropdown menu.

Figure: Change module selection
Click CI Owner Notification template from the list of templates.

Figure: Change CI Owner Notification template
Details page of the Notification Template page is displayed. Scroll down and click Keywords.

Figure: Keywords
A pop-up displays the list of keywords. To configure email notifications to be triggered to CI owners when a CI is linked/delinked to a CR, add the keyword *LINKED_CI* into the email body.

Figure: Keyword pop-up
Click Submit.

This keyword *LINKED_CI* will have the CI details of that particular CI that has been linked to a particular CR. When the email notification is sent, the email body will have the CI details along with the CI Owner name, Status, Type, Location, and Link/Delink status in a tabular format (a sample screenshot is given below).

Figure: CI Details in email notification

ASSET MANAGEMENT E-MAIL TEMPLATE DETAILS

The following table describes the e-mail notification templates used for various purposes in the Asset Management module.

Template Name	Description	Group
SAM_UNINSTALLATION_ALERT	This e-mail notification is sent to the Administrator if an End User uninstalled or tried to uninstall the SAM agent.	AGENT
AM_AGENT_ALERT	This e-mail notification is sent to the Administrator if an Asset is neither contacted nor discovered for more than the configured number of days.	AGENT
Uninstalled_SW_Mail	This e-mail notification is sent to the Administrator about the list of uninstalled software and their details.	AGENT
AM_ACCESORIES_ALLOCATION	This e-mail notification is send to the End User when Accessories are allocated to the Fixed Assets.	ALLOCATION
AM_ACCESSORIES_DEALLOCATION	This e-mail notification is sent to the End User when Accessories are deallocated from the Fixed Assets.	ALLOCATION
AM_AlertAllocated	This e-mail notification is sent to the End Users when Fixed Assets are allocated to them.	ALLOCATION
AM_ALLOCATEDASSETFORACCEPT	This e-mail notification is sent to the End User to accept the allocated Asset(s).	ALLOCATION
AM_ALLOCATION	This e-mail notifies the End User that an Asset is allocated to him and requests him to accept or reject the Asset.	ALLOCATION
AM_ALLOCATIONFORM	This e-mail template allows the Asset Manager to print the Asset Allocation Form that contains details about the allocated Assets and instructs the End User to sign and submit it.	ALLOCATION
AM_ASSET_MANAGER_REFERBACK	The Asset Manager sends this e-mail notification to the End User when Asset Reconciliation configuration is required again for verification.	ALLOCATION
AM_ASSET_TEMPALLOCATION	This e-mail notifies the End User that an Asset is allocated to him and has to be returned after a specified number of days.	ALLOCATION
AM_CONSUMABLE_ALLOCATION	This e-mail notifies the End User that a Consumable Asset is allocated to him.	ALLOCATION
AM_CONSUMABLE_DEALLOCATION	This e-mail notifies the End User that a Consumable Asset is deallocated from him.	ALLOCATION
AM_CUSTOMERALLOCATION	This e-mail notifies the Customer stating that an Asset is allocated to an End User.	ALLOCATION
AM_CUSTOMERDEALLOCATION	This e-mail notification is sent to the Customer stating that an Asset is deallocated from an End User.	ALLOCATION
AM_DEALLOCATION	This e-mail notification is sent to the End User stating that an Asset is deallocated from him.	ALLOCATION
AM_LOCATIONALLOCATION	This e-mail notification is sent to the End User stating that an Asset is allocated to a Location and contains the Asset Location details.	ALLOCATION
AM_LOCATIONDEALLOCATION	The e-mail notifies the user that an Asset is deallocated from the user and it contains the Asset Location details.	ALLOCATION
AM_NF_THRESHOLD	The e-mail notification is sent to the Administrator if the Available Asset Quantity is less that than the Minimum Threshold Value for Non-Fixed Assets.	ALLOCATION
AM_NF_THRESHOLDMAX	The e-mail notification is sent to the Administrator if the Available Asset Quantity is more than the Maximum Threshold Value for Non-Fixed Assets.	ALLOCATION
AM_PROJECTALLOCATION	The e-mail notifies the user when an Asset is allocated to a Tenant and the user is selected.	ALLOCATION
AM_PROJECTDEALLOCATION	The e-mail notifies the user if an Asset is deallocated from a Tenant and the specific user was selected when the Asset was allocated.	ALLOCATION
AM_SINGLEASSETALLOCATIONFORM	This allows admin to print asset allocation form to the user during allocation.	ALLOCATION
AM_THRESHOLDMAX	This e-mail notification is sent when the Available Asset Quantity is more than the Maximum Threshold Value.	ALLOCATION
AM_UPDATEPROJECT	The e-mail is sent to the user when the Administrator updates the project allocated assets.	ALLOCATION
AM_MailToFinalApprover	This e-mail notification is sent to the Approver stating that an Asset is de-activated, all the level-wise approvals are done, and the final approval is pending. The Approver has to approve or reject the Asset de-activate request.	DEACTIVATION
IM_REMOTE_REQUEST	This e-mail notification is sent to the End User requesting for Remote Desktop Sharing.	General
IM_REMOTE_REQUEST_WITH_SECURITY_CODE	This e-mail notification is sent to the End User with Security Code for Remote Desktop Sharing.	General
AM_DeActivateMailToApprover.htm	The e-mail notifies the Approver that an Asset is deactivated, and also contains a link clicking on which the Approver can approve or reject the request.	DEACTIVATION
AM_Movement_Approval	The e-mail that contains the movement details, notifies the Approver to approve the Asset movement, and also contains a link clicking on which the Approver can approve or reject the movement.	MOVEMENT
AM_Movement_FinalApproved	This e-mail notification is sent to the Asset Movement Approver after the Asset Movement is approved along with the final approval details.	MOVEMENT
AM_Movement_InitiatorMail	This e-mail notification is sent from the final level Approver to the Initiator that all the levels of the movement are approved.	MOVEMENT
AM_Movement_Rejected	This e-mail notification is sent to the Asset Movement Approver containing details about the Asset Movement that the Approver rejected and also contains a link clicking on which the Approver can approve or reject the Asset Movement.	MOVEMENT
AM_MovementType_Reject	This e-mail notification is sent from the Approver to the Initiator that the Movement request is rejected.	MOVEMENT
AM_AssetMovementGatePass	Approval details, Approver remarks, and the basic Asset details are printed on the Gate Pass mail template.	MOVEMENT
AM_Movement_Returnable	The e-mail notifies the Administrator in advance when an Asset is ready to be returned.	MOVEMENT
AM_Alert_MGR_Verification	This e-mail notifies the End user that the Asset Manager's approval is required for the Reconciliation of a particular Asset and provides a link, where the user can accept or refer back the Asset.	RECONCILIATION
AM_Asset_Executive_Mail	This e-mail notifies the Administrator that an Asset is reconciled and provides a link to view the Reconciliation Report.	RECONCILIATION
AM_ASSET_MANAGER_VERIFICATION	This e-mail notifies the Asset Manager that an approval is required for Asset Reconciliation.	RECONCILIATION
AM_ASSET_RECONCILIATION	This e-mail notifies the End User that an Asset is allocated to him after Reconciliation and requests him to accept or reject the new configuration.	RECONCILIATION
AM_DATA_SYNC_MAIL	The e-mail notifies the configured Administrator about the SCCM Data Synchronization process and provides the error details.	SCCM
AM_AlertSoftwareLicenseUtil	This e-mail notification is sent to the Administrator containing License Utilization Status details of Software Assets.	SOFTWARE
AM_BLOCKED_APP_ALERT	This e-mail notification is sent to the End User when he tries to execute or run Blocked Software.	SOFTWARE
AM_Software_Installation_Re-Certification_Alert	This e-mail notification is sent to End User when an Asset is allocated to him after Recertification.	SOFTWARE
AM_SW_BLACKLIST	This e-mail notification is sent to the Administrator if an End User installs a Blacklisted Software.	SOFTWARE
Installed_SW_Mail	This e-mail notification is sent to the End User containing the installed software list and their details.	SOFTWARE
AM_SCAN_LAST_UPDATED_ALERT	This e-mail notifies the Administrator if an Asset is not updated for more than the configured number of days.	UPDATE
AM_UPDATE_ASSET	This e-mail notification is sent to the End User if the Asset allocated to him is updated.	UPDATE
AM_UPDATECUSTOMER	This e-mail notification is sent to the Customer if an Asset is updated.	UPDATE
AM_UPDATELOCATION	This e-mail notification is sent to the user if an Asset is updated and contains the updated Location information.	UPDATE
AM_CONTRACT_MGMT	This e-mail notification is sent to the user containing the Contract details before the Assets expire.	Contract Management

Note:

Additional Keywords are added to the Asset Final Approved template. To view the keyword, click More. The selected Keyword values are added to the notification e-mail post the movement approval is approved the last approver.

ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the NOTIFICATION TEMPLATE page.

CONFIGURE GROUPS

Click CONFIGURE GROUPS to view, configure, and edit the Groups for a particular Tenant. The CONFIGURE GROUPS pop-up page is displayed.

Figure: CONFIGURE GROUPS pop-up page

To configure a new Group, click the ADD icon. Type in the new Group name in the Group Name field, select the Active check box if the Group is active, and then click SUBMIT.
Figure: CONFIGURE GROUPS page - Configuring New Group

To view the inactive Groups, select the Include Inactive check box. To edit a Group, click the respective Group Name. Make appropriate changes and click SUBMIT.

SHOW LIST

Click SHOW LIST to display the Notification Templates configured in the SummitAI application for the selected Tenant.

Figure: NOTIFICATION TEMPLATE page: List of Mail Templates

To change the module, click Change drop-down.

The Release Management module will be available in the Change drop-down list of modules. Available module options are as follows:

Asset Management
Call Management
Change Management
CMDB
Incident Management
IT Clinic
IT Operations Management
Knowledge Management
Problem Management
Release Management
Service Catalog Management
Service Request
Work Order

Figure: Change Drop-Down

To search for a specific notification Template, type in the required text in the search box. To preview the notification templates, click the icon in the Preview column. The Notification Template pop-up page is displayed.

Figure: Notification Template pop-up page.

To edit a Notification Template, click the Template Name. Make appropriate changes and click SUBMIT.

Note:

When the Notification Templates are displayed under the GENERAL and COMMUNICATION tabs, the ADD NEW action is displayed on the ACTIONS panel. Click ADD NEW to configure a new Notification Template.
The COMMUNICATION tab is displayed only if you select Incident Management or Service Request or Problem Management module.

Filters

On the FILTERS pop-up page, select a language from the list and then click SUBMIT. A list of e-mail notification templates configured in the selected language is displayed. The default selection is English.

Figure: FILTERS Pop-up page