You can add or modify the User Communication Templates for the Service Request Management module. The Analysts use these User Communication Templates to send various types of e-mail communication to the End Users in a particular format. This also saves the Analysts' time in typing in the e-mail communications.
Configuring User Communication Template:
To Configure User Communication Template for Problem Management, perform the following steps:
Select Admin > Advanced > Notifications > Notification Template. The NOTIFICATION TEMPLATE page is displayed.
Select the required Tenant and select Service Request from the modules list.
Click the COMMUNICATION tab.
Click ADD NEW on the ACTIONS panel.
Figure: NOTIFICATION TEMPLATE - COMMUNICATION tab- Specify the required template details. For more information about the fields on the NOTIFICATION TEMPLATE page, see Field Description.
Figure: NOTIFICATION TEMPLATE CONFIGURATION page - Click SUBMIT. A new User Communication 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 as Service Request. |
Template Type | By default, the User Communication 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 user communication template name. |
Language | Select a language in which you want to create the user communication template. If the same user communication 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. |
| Active | If selected, the user communication template becomes active. |
Enable for Push Notification | If selected, this user communication template is included in the push notifications. |
Keywords | Click the Keyword hyperlink to view the list of configured keywords that are used to create the user communication template.
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| Show HTML/ Show Editor |
|
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. |
