Mail Templates


Definition

A mail template is the template of an email stored in a library that users can access when sending an email from a ticket or in certain wizards.

The aim is to avoid having to write the same email each time. It can also provide a predefined structure to be adapted based on the context.

EndDefinition
  • A mail template is built around a parent query used to restrict the context of use in forms and wizards.
  • You can add variables to its content using tags and roles.
  • You can attach files to the mail template.
  • You can apply restrictions to certain user groups.

Examples

  • Use tags and roles in a mail template:
    • Send an email to the requestor: #[WF_ROLE.@Demandeur]# role
    • Retrieve a ticket number: #_RFC_NUMBER# tag
  • Create a mail template containing the procedure for resetting the user password.
  • Create a mail template containing the standard procedure in the event of email server configuration problems. This will automatically be sent to the requestor if an incident occurs.
        Open url.png See the use case.

Notes

  • Each mail template is associated with a parent query selected from a list defined by EasyVista. You cannot add new ones.
    • Only forms defined for the mail template's parent query will be available.
    • Only tags defined for the mail template's parent query will be available when writing the subject and contents of the message.
  • The wizards available are defined by EasyVista, depending on the parent query.
    • Parent query associated with Action forms: only Transfer, Notify Support Person and Send Email to Requestor wizards.
    • Parent query associated with Incident forms: only Notify Support Person and Send Email to Requestor wizards.
    • Other parent query: no wizard available.
  • When the email is sent from a form (by clicking Tools icon.png > Email in the top banner), only mail templates associated with the same parent query as the one in the form will be available.

Best Practice

  • In List mode, you can view the contents of the mail template by placing the cursor over the Contents column.
  • To ensure that no syntax errors are made when inserting tags or roles, you should click Roles-Tags window icon.png in the data entry wizard.
  • You can copy the contents of a message from an existing mail template and paste it in a new mail template. In this case, you must ensure that the tags used are still valid for the parent query of the new mail template.
  • Use the Archived filter to view mail templates that are no longer available.
  • You can enable an archived mail template by reinitializing its end date or by entering a date later than the current date.

Screen description

       Mail template.png

Menu access: Administration > Parameters > Mail Templates

Parent Query: Name of the parent query associated with the mail template, used to filter forms, wizards and tags.

To / CC: List of recipients (direct or on copy) of the email sent using the mail template. This can be individual employees, a group of employees, or users defined using roles. In the latter case, the users will be retrieved only when the email is being sent.

  • These recipients must be listed in the Employee Directory or Group Directory.
  • They can also be defined using roles, such as domain roles, system roles or customized roles.
  • You must select one or more recipients or roles.
  • Each recipient must be separated using the semicolon, ;.

Subject / Contents: Subject and contents of the email sent using the mail template. These can contain tags.

  • Only tags that are parent query tags, database field tags and specific tags can be associated with the mail template, depending on the parent query.
  • You can specify the values of tags directly in each field or you can use the tags available by clicking the icon next to each field. 

End Date: Validity end date of the mail template.

  • Once this date is reached, the mail template can no longer be used and will be archived.
  • Update: Also using the Archive wizard.

Attached Files: List of files automatically attached when sending the email using the mail template.

Form Name: List of forms where the mail template will be available when sending an email.

  • The forms available depend on the parent query.
  • The names of forms are those defined in the data model.

    example  DialogAdmin_Employee ==> Employee form

Wizards: List of wizards where the mail template will be available when sending an email.

  • The wizards available depend on the parent query. Open url.png See the general notes.

Best Practice icon.png Create a mail template for each of the wizards available if you want to overwrite the subject and contents of the email defined by default in each wizard. Note: If this is the case, then you can no longer click Circle Edit icon.png to configure the contents of the email in the wizard.

Restrictions: List of user groups authorized to use the mail template.

  • Only members of the selected groups can use the mail template when sending an email.
  • If you do not define any restriction, the mail template will be available to all users.

Procedure and Wizards

How to create a mail template

Step 1: Create the new mail template.

1. Select Administration > Parameters > Mail Templates in the menu.

2. Click + New.

Step 2: Specify the main information on the mail template.

1. Select the parent query.

The list of forms, tags and roles available in the mail template will automatically be refreshed.

2. Specify the required information, i.e. recipients, subject and contents.

3. (optional) Enter the end date for using the mail template.

4. (optional) Click Plus icon.png in the Attached Files section to add the files to be attached when sending the email.

Step 3: Specify the context of use of the mail template.

1. Click Plus icon.png in the Form Name section to add the forms where the mail template will be available.

2. Click Plus icon.png in the Wizards section to add the wizards where the mail template will be available.

Step 4 (optional): Define restrictions for user groups.

1. Click Plus icon.png in the Restrictions section to add the groups authorized to use the mail template.

Step 5: Save the mail template.

1. Click Finish.

2. Correct any syntax errors made in tags and roles.

  • A warning message will appear.
  • The word, ERROR will appear at the start of each syntax error to highlight it.
             example  #[ERROR.CUSTOM_TAGS.Created]#
     

Step 6: Test the mail template.

1. Open a form associated with the mail template's parent query and click Tools icon.png > Email in the top banner.

or

Run one of the wizards selected for the mail template.

2. Select the new mail template and click Apply.

The mail template will preload the information in the email.

3. Click Send.

4. Check that the email is correctly received by its recipients.

Wizards

Archive: Used to specify the end date of the mail template.

  • Once this date is reached, the mail template can no longer be used and will be archived.

Update: Used to modify the mail template. 

Delete (Note: Only if the mail template is not used in Service Manager): Used to delete the mail template.

Use case

You create a mail template containing the standard procedure in the event of email server configuration problems.

1. Create an Email Configuration mail template.

2. Write the contents of the message using parent query tags.

Answering your request #[CUSTOM_TAGS.N° Incident Number]# you have opened #[CUSTOM_TAGS. Creation Date]#,
please open the hyperlink below that explains the configuration parameters of your email server in detail.

A user opens a ticket regarding an email server configuration problem.

1. Open the Incident form.

2. Click Tools icon.png > Email in the top banner to send an email to the requestor.

3. Select the Email Configuration mail template. The contents of the message will automatically be preloaded.

Tags:
Last modified by Unknown User on 2021/04/22 08:51
Created by Administrator XWiki on 2013/03/25 18:12

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