Configuring User Communication Templates for Problem Management

Owned by Enterprise IT
May 10, 2024

SummitAI Service Management Help

Problem Management

You can add or modify the User Communication Templates for the Problem Management module. 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.

Configuring User Communication Template:

To Configure User Communication Template for Problem Management, perform the following steps:

  1. Select Admin > Advanced > Notifications > Notification Template. The NOTIFICATION TEMPLATE page is displayed.

  2. Select the required Tenant and select Problem Management from the modules list.

  3. Click the COMMUNICATION tab.

  4. Click ADD NEW on the ACTIONS panel.

    NOTIFICATION TEMPLATE - COMMUNICATION tab
    Figure: NOTIFICATION TEMPLATE - COMMUNICATION tab

  5. Specify the required template details. For more information about the fields on the NOTIFICATION TEMPLATE page, see Field Description.

    NOTIFICATION TEMPLATE CONFIGURATION page
    Figure: NOTIFICATION TEMPLATE CONFIGURATION page

  6. 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 Problem Management.

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.

ActiveIf 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. 


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.
Show HTML/ Show Editor
  • Click Show HTML to view the mail template in HTML format. 
  • Click Show Editor to view the mail template in the 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.