Definition

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.
      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.

• When the email is sent from a form (by clicking  > Email in the top banner), only mail templates associated with the same parent query as the one in the form will be available.

• Only certain wizards are linked to a mail template.  See the list.
  • These wizards are defined by EasyVista. You cannot add new ones.
  • Mail types are not available in all other wizards. In this case, you must configure your email by entering manually the information, such as the subject, the recipients, the content, etc.

Wizards associated with mail templates

• Assign wizard
  • The wizard is proposed only if the mail template uses a parent query associated with the AM_ACTION table (action) or with the SD_REQUEST table (incident, service request, change request, investment request or problem).

• Close wizard
  • The wizard is proposed only if the mail template uses a parent query associated with the AM_ACTION table (action) or with the SD_REQUEST table (incident, service request, change request, investment request or problem).

• Create Related Action wizard
  • The wizard is proposed only if the mail template uses a parent query associated with the AM_ACTION table (action).

• Send Email to Requestor wizard
  • The wizard is proposed only if the mail template uses a parent query associated with the AM_ACTION table (action) or with the SD_REQUEST table (incident, service request, change request, investment request or problem).
  • The wizard is common to incidents, service requests and change requests (same table). The parent query does not allow you to filter the mail type according to the object, so you have to indicate in the name of the mail type its destination (i.e. whether it is for an incident or a request).

• New Task wizard
  • The wizard is proposed only if the mail template uses a parent query associated with the AM_ACTION table (action) or with the SD_REQUEST table (incident, service request, change request, investment request or problem).

• Notify Support Person wizard
  • The wizard is only available when the mail template is based on a parent query linked to the AM_ACTION table (action) or SD_REQUEST table (incident, service request, change request, investment request or problem).

• Reopen and Requalify wizard
  • The wizard is proposed only if the mail template uses a parent query associated with the SD_REQUEST table (incident, service request, change request, investment request or problem).

• Place on Hold / Continue wizard
  • The wizard is proposed only if the mail template uses a parent query associated with the AM_ACTION table (action) or with the SD_REQUEST table (incident, service request, change request, investment request or problem).

• Transfer wizard
  • The wizard is only available when the mail template is based on a parent query linked to the AM_ACTION table (action).

Best Practice

• In List mode, you can view the contents of the mail template by placing the cursor over the Contents column.

• If you are sending an email using a wizard associated with a mail template, all mail templates defined for this wizard will appear, regardless of the type of form, i.e. incident, service request, etc. To find the relevant mail template easily, you can indicate the context in its name.

Mail templates with the same name		Mails templates with distinct name

• Enter the subject and contents in different languages. You can select the display language of the email when you will send it.

• To ensure that no syntax errors are made when inserting tags or roles, you should click  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.

• If the email is not received by its recipients, check your configuration.  See Solving problems in sending email.

Menu access

Administration > Parameters > Mail Templates

Screen description

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

Name: Label of the mail template.

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 table related to the parent query.  See the list of wizards that can be linked to a mail template.
• Set as default: When the box is checked, the mail template will automatically be loaded when you run 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  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  in the Form Name section to add the forms where the mail template will be available.

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

Note: The wizards available depend on the table related to the parent query.  See the list of wizards that can be linked to a mail template.

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

1. Click  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. Go to a form from which you want to send an email.

2. Display the screen for sending an email.

• You can click  Browse in the top banner of the form and select Email.

• You can also run one of the wizards selected for the mail template.

3. Use the new mail template to configure the sending of the email.

• Select the template from the Mail Template list.
  Note: The field will not appear if there are no mail templates defined for the parent query associated with the wizard or form.

• Select the language of the mail template.
• Click Apply.

The mail template will preload the information in the selected language in the email.
        

4. Click Send.

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

• If your recipients do not receive the email, check your configuration.  See Analyze email sending problems.

Wizards

Archive
Update
Delete

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.

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

1. Open the Incident form.

2. Click  > 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.