SummitAI Service Management Help

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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:

Select Admin > Advanced > Notifications > Notification Template. The NOTIFICATION TEMPLATE page is displayed.
Select the required Tenant and select Problem Management 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 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.
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. 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.

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