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:

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

     NOTIFICATION TEMPLATE
    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:

KEYWORDS pop-up page
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-mailThis acknowledge email notification is sent to the Authorizers when a Problem Record is created.GENERAL
Problem Record Assigned to WorkgroupThis email notification is sent when the Problem record is Assigned to the Workgroup.GENERAL
Auto EscalationThis email notification is sent as Auto Escalation E-mail - Approvals/RCA Deadline/Closure Deadline.GENERAL
Deadline date PrenotificationThis email notification is sent as pre-notification to Workgroup members for Resolution deadline.GENERAL
Authorized, initiate RCAThis email notification is sent after Initial Authorization to Requestor or Workgroup or Approver to submit the RCA.GENERAL
New Problem Record LoggedThis email notification is sent to the Requestor when a new Problem Record is logged.GENERAL
Pre Authorized, waiting for AuthorizationThis email notification is sent to the Requestor when a Problem Record is pre- authorized and waiting for the authorization.GENERAL
Pre Authorized, Authorization RequiredThis email notification is sent to the Authorizer when a Problem Record is pre- authorized and authorization is required.GENERAL
Custom E-Mail NotificationThis email notification is sent to as per the configuration (Problem > Configuration > E-Mail Notification).GENERAL
RCA ApprovalThis email notification is sent to the Approver when RCA is submitted.GENERAL
RCA Resubmitted, Approval RequiredThis email notification is sent to the Approver when RCA is re-submitted.GENERAL
Reassigned WorkgroupThis email notification is sent to the Workgroup members when Workgroup is changed.GENERAL
Reassigned Workgroup, Authorization RequiredThis email notification is sent to the Authorizer when the Workgroup is changed.GENERAL
Problem Record Re-OpenedThis email notification is sent to the Requestor and Analyst when a Problem Record is re-opened.GENERAL
Problem Record ResubmittedThis email notification is sent to the Requestor/Assigned Analyst OR Workgroup when Problem Record is Resubmitted.GENERAL
Resubmitted, Authorization RequiredThis email notification is sent to the Authorizer when a Problem record is re-submitted.GENERAL
Problem Record ReviewThis 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 DetailsThis 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 UpdateThis 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 callerThis email notification is sent to the Caller when the Work Order is closed or cancelled..GENERAL
Work Order Assigned email to AnalystThis 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 enableThis 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 enableThis 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 workgroupThis email notification is sent to the Workgroup when the Work Order is resolved.GENERAL
Email sent through Send e-mailThis email notification is sent to the CC persons for Work Order details send through Send Mail.GENERAL
Esacalation for UnAssigned Work OrderThis escalation email notification is sent  when a Work Order is not assigned.GENERAL
Esacalation for UnResolved Work OrderThis 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 MailThis email notification is sent to the Authorizer when Release Record is created.GENERAL
Release Record Approval Notification MailThis email notification is sent to the sent to the Approver when the Release Record is authorized.GENERAL
Release record UpdateThis email notification is sent to the Requestor when the Release Record is updated.GENERAL
Status Update MailThis 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

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.

CONFIGURE GROUPS pop-up page
Figure: CONFIGURE GROUPS pop-up page

To configure a new Group, click the ADD Plus 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.CONFIGURE GROUPS page - Configuring New Group
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 searchicon in the Preview column. The Notification Template pop-up page is displayed.

Notification Template pop-up page
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.

FILTERS Pop-up page
Figure: FILTERS Pop-up page