Mail Components


Mail components are used to define variable components in emails sent via workflow steps and business rules. These components can subsequently be modified independently of the emails defined in the workflow. Modifications will automatically affect new emails.

Mail components are added to the emails of a workflow using tags.

  • You can click Roles-Tags window icon.png next to the Message field to access a list of mail components in a dedicated tab called Mail Components.
  • In the text editor, you insert a mail component using the following format: #[MAIL_PART.Name_mail_component]#.
  • It is evaluated when the tag is called by the system when the email is sent.

You can use different mail component templates to format the Send Email steps quickly when an incident/request is created, closed or approved.

Example

You want to insert a signature automatically when sending a notification email using a mail component.

1. You define a ServiceDesk_Signature mail component to insert a signature automatically in each notification email for the Front Office Incident workflow.

#[MAIL_PART.ServiceDesk_Signature]#: The Logo - EasyVista.png Support Team

     ==> You add the mail component in the subject of the notification email:

Your incident dated #SUBMIT_DATE# has been registered under reference #RFC_NUMBER#. Signed: #[MAIL_PART.ServiceDesk_Signature]#

2. Update the mail component:

#[MAIL_PART.ServiceDesk_Signature]#: The Logo - EasyVista.png Support Team You can consult our wiki at any time.

==> This modification will automatically be taken into account in each new notification email sent in the Front Office Incident workflow, without having to change the subject of the email.

Notes

  • The name of the mail component should not contain any spaces. If required, use the - or _ characters.
  • In the text editor, you insert a mail component using the following format: #[MAIL_PART.Name_mail_component]#.
  • A mail component can contain tags but it cannot include other mail components.

Best Practice big icon.pngBest practice

  • To ensure that no syntax errors are made, you should use the data entry wizard to insert tags in a mail component.
  • We recommend that you enter tags manually only if you are copying and pasting from an existing mail component in order to adapt it to another context.
  • Adapt the mail component templates to your business requirements and style guide to send emails quickly and easily when an incident/request is created, closed or approved.

Caution

  • To select a tag in the data entry wizard, click the tag you want and close the window. You are not required to click any button to validate.
  • In the event of an error, delete the instruction in the Contents field manually and open the data entry wizard again.

Screen description

 Mail component.png

Menu access: Administration > Parameters > Mail Components

Tag: Name of the mail component.

Contents: Text in the mail component. 

  • Click Roles-Tags window icon.png to insert tags using a data entry wizard.
  • Use the toolbar to format text.
             Toolbar.png
    • Move the cursor over each icon in the toolbar to see its infotip.
    • A contextual toolbar available for certain objects is displayed when you click the object, e.g. image, hyperlink or table.
Open url.png See the description.
Description

Text formatting

Police toolbar.png  Bold/Italic/Underline/Strikethrough

Paragraph toolbar.png  Align text  (Left/Center/Right/Justified)

Font Size Color toolbar.png  Font/Font size/Text color

Tabulation toolbar.png  Decrease indent/Increase indent (tab)

Managing images

Image icon.png  Insert/Edit an image
         Image detail.png

Source: URL of the image to insert in the mail component.

Image description: Description specifying an alternate text for the image, if this one cannot be displayed.

Dimensions: Pixels width and height of the image. If you want to resize the image while maintaining the aspect ratio, you should check the Constrain properties box. Enter the dimension you want: the other dimension is automatically adjusted.

Note: If you want to modify the properties of an image (background color), click Html Editor icon.png to switch to the Html mode, make your changes then click [ OK ].

Enriched text

Line icon.png  Insert horizontal line

Special character icon.png  Insert special character

Table icon.png  Insert table: Move the cursor to select the number of rows and columns you want.
         Table detail.png

Click the table displayed in the text editor to modify its properties. A contextual toolbar will appear.
         Table toolbar.png

Hyperlink toolbar.png  Insert a hyperlink
         Hyperlink detail.png

Url: URL of the link.

Text to display: Hyperlink text.

Title: Infotip displayed when the cursor hovers the link.

Target : By default, the link will be opened in the current tab or window. Select the New window option to open the link in a new tab or window.

Document editing

Undo toolbar.png  Undo/Return to the last modification

Paste as text icon.png  Paste as text: Paste on the text as unformatted text (cancel formatting).

Full screen icon.png  Full screen: Used to switch from a minimized window to full screen mode.

Html Editor icon.png  HTML code editor : Used to toggle between the HTML code editor and the Wysiwyg preview.

Mail component templates

Description of templates

You can download three templates. Each one of them enables you to format the Send Email steps quickly when an incident/request is created, closed or approved. Open url.png See the installation procedure.

Basic template Modern template Trendy template
Basic template.png Modern template.png Trendy template.png

Simply designed notifications displaying standard information for incident notification

Notifications highlighting different ways of contacting the Service Desk with specific panes

Easy-to-read visual notifications displaying minimal information from the Incident Summary field (to be created) and Root Cause field.

Download icon.png Mail component - Basic template Download icon.png Mail component - Modern template Download icon.png Mail component - Trendy template

Description of template elements

Each template is made up of five elements that you can adapt based on your business requirements and style guide.

  • ..._Top: Banner at the top of the email, displaying the corporate logo
  • ..._Corp_Creation: Body of the email containing information on the creation of the incident/request.
  • ..._Corp_Cloture: Body of the email containing information on the closing of the incident/request.
  • ..._Corp_Validation: Body of the email containing information on the resolution of the incident/request and approval buttons (accept or reject).
  • ..._Bottom: Banner at the bottom of the email, displaying the contact details and opening hours of the Service Desk.

Top

Basic template Modern template Trendy template
Basic template - Top.png Modern template - Top.png Trendy template - Top.png

Creation

Basic template Modern template Trendy template
Basic template - Creation.png Modern template - Creation.png Trendy template - Creation.png

Approval

Basic template Modern template Trendy template
Basic template - Validation.png Modern template - Validation.png Trendy template - Validation.png

Closing

Basic template Modern template Trendy template
Basic template - Closure.png Modern template - Closure.png Trendy template - Closure.png

Bottom

Basic template Modern template Trendy template
Basic template - Bottom.png Modern template - Bottom.png Trendy template - Bottom.png

Procedure and Wizards

How to create a mail component and use it in the Send Email workflow step

1. Select Administration > Parameters > Mail Components in the menu and click Add icon.png.

2. Specify the elements of the mail component and click [ FINISH ].

  • Enter a name that does not contain any spaces.
  • Click Roles-Tags window icon.png to select tags from the data entry wizard.

3. Check that the mail component works correctly.

  • Display a step in which you can create and send an email.
  • Click Roles-Tags window icon.png next to the field proposing the selection of tags.
             Tags - Workflow example.png
  • In the data entry wizard:
             Tags - Mail Components list.png
    • Select the Mail Components tab.
    • Select the tag you want.
    • Close the window. The tag syntax will automatically be inserted.
  • You can also enter the tag you want manually. You must ensure that the syntax is as follows: #[MAIL_PART.Name_mail_component]#.
  • To modify or delete the mail component in the email, delete it manually and, if required, select another.

How to install and use the mail component template

1. Download the template you want. Open url.png See the description.

2. Unzip the file and import the EXP export file to Product name - ev itsm.png. You can do this by selecting Administration > Import/Export > Import in the menu. Five elements are imported for each template. Top, Creation, Cloture, Validation, Bottom. Open url.png See the description.

3. Select Administration > Parameters > Mail Components in the menu. Select each element and run the Update wizard to configure it.

  • Use the toolbar to format text. You can also define the configuration you want by clicking Html Editor icon.png to switch to HTML mode.
  • ..._Top
    • Replace the image with your corporate logo.
  • ..._Creation
  • ..._Validation
    • Modify the email address of the recipient defined when users click the [ ACCEPT ] and [ REJECT ] buttons.
    • Generate an auto connection link to your platform and modify the hyperlink of the text, Click here.
  • ..._Cloture
    • Generate an auto connection link to your platform and modify the hyperlink of the text, Click here.
       
  • ..._Bottom
    • Complete the information related to your Service Desk, e.g. opening hours, phone and email address.
       

4. Configure the workflow steps associated with the sending of emails.

  • Go to the workflow graphic editor and open the workflow or business rule you want.
  • Double-click the Send Email step associated with the creation, closing, or approval of the incident/request.
  • Click Roles-Tags window icon.png next to the Message field. In the data entry wizard:
    • Select the Mail Components tab. Select the tags one by one and close the window.

      You can select the following tags depending on the type of step:
      • For the creation step: ..._Top, _Creation, _Bottom
      • For the approval step: ..._Top, _Validation, _Bottom
      • For the closing step: ..._Top, _Cloture, _Bottom
          
    • Place the three tags as required in the email. Note: For the Trendy template, place the elements one below the other. Insert a line break after each tag. The tags should not be placed side by side.
               Workflow - Step example.png

5. Create an incident to check that the mail component works correctly. Process the incident, close it and perform approval. At each step, check that the email and mail component elements are correctly configured.

Wizards

Update: Used to modify the mail component.

Delete (Note: Only for elements not used in Product name - ev itsm.png): Used to delete the mail component.

Tags:
Last modified by Unknown User on 2018/04/25 11:20
Created by Administrator XWiki on 2016/09/29 14:55

Shortcuts

Recent Updates

Haven't been here in a while? Here's what changed recently:

-   Product name - ev itsm.png
-   Product name - ev sas.png

Interesting Content

How to Automate Integration
Add a Shortcut to an App
History
Quick Dashboard
Full text search - Stop Words

Powered by XWiki ©, EasyVista 2018