Definition

EndDefinition

Mail components are inserted in the email of a process using tags.

• You can click  next to the Message field to access a list of mail components in a dedicated tab called Mail Components.
• You insert the mail component using the following format: #[MAIL_PART.Mail_component_name]#.
• It is evaluated when the tag is called by the system when sending the email.

Example

Automatic insertion of a signature in notification emails for the Front Office Incident workflow using a mail component

Notes

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

Best 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 for the Send Email steps when a ticket is created, closed or approved.

• Certain customer configurations may block the display of images. This may be due to images from non-public resource folders or blocked by the customer's antispam tool, or a Web browser that is not up-to-date, etc. To ensure they are correctly displayed, you should first encode the images in base64. You can use the following site, Convert your images to base64.

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.

Menu access

Administration > Parameters > Mail Components

Screen description

Tag: Name of the mail component.

Contents: Text in the mail component. 

• Click  to insert tags using the data entry wizard.
  
• Use the toolbar to format text.
           
  • 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.

Click to see the description of the toolbar.

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 a ticket is created, closed or approved.
     See the installation procedure.

Basic template		Modern template		Trendy template
Simply designed notifications that display standard incident notification information Mail component - Basic template		Notifications that highlight the different ways of contacting the Service Desk with specific panes Mail component - Modern template		Easy-to-read visual notifications that display minimal information from the Incident Summary field (to be created) and Root Cause field 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

Basic template		Modern template		Trendy template

..._Creation

Body of the email containing information on the creation of the ticket

Basic template		Modern template		Trendy template

..._Approval

Body of the email containing information on the resolution of the ticket and approval buttons (accept or reject)

Basic template		Modern template		Trendy template

..._Closing

Body of the email containing information on the closing of the ticket

Basic template		Modern template		Trendy template

..._Bottom

Banner at the bottom of the email displaying the contact details and business hours of the Service Desk

Basic template		Modern template		Trendy template

Procedure and Wizards

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

Step 1: Create the mail component

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

2. Click + New.

3. Specify the information on the mail component.

• Enter a mail component name that does not contain any spaces.
• Enter the contents.
  • Click  to select the relevant tags using the data entry wizard.
  • Use the toolbar to format the text. You can also define the configuration you want by clicking  to switch to HTML mode.

4. Click Finish.
 

Step 2: Use the mail component in a Send Email step

1. Display a process step for creating an email.

2. Click  next to the Subject and Message fields to select tags.
         

The data entry wizard will appear.
         

3. Select the Mail Components tab.

4. Click the tag you want to insert in the email.

5. Close the data entry wizard.
The tag syntax will automatically be inserted.

Note:  
*You can also enter the tag manually. You must ensure that the syntax is as follows: #[MAIL_PART.Mail_component_name]#.

• To modify or delete the mail component inserted in the email, delete it manually and, if required, select another.

How to install and use a mail component template

Step 1: Import the mail component template to Service Manager

1. Download the file below to your workstation based on the template you want.
          See the Description of templates.

• Mail component - Basic template

• Mail component - Modern template

• Mail component - Trendy template
   

2. Extract the file you downloaded.

3. Import the file to Service Manager by selecting Administration > Import / Export > Import in the menu.

Five elements will be imported: Top, Creation, Closing, Approval, Bottom.
          See the Description of elements
 

Step 2: Configure the mail component elements

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

2. Run the Update wizard for an element.

3. Customize the mail component elements.

• ..._Top
  • Replace the image with your corporate logo.

      Certain customer configurations may block the display of images. To ensure the image is correctly displayed, you should first encode the logo in base64. You can use the following site, Convert your images to base64.

• ..._Creation
  • Generate an auto-connection link to your platform.
  • Copy the generated link and paste it to replace the hyperlink in the text, Click here.

• ..._Approval
  • Modify the email address of the recipient to be used when users click Accept and Reject.
  • Generate an auto-connection link to your platform.
  • Copy the generated link and paste it to replace the hyperlink in the text, Click here.

• ..._Closing
  • Generate an auto-connection link to your platform.
  • Copy the generated link and paste it to replace the hyperlink in the text, Click here.

• ..._Bottom
  • Complete the information related to your Service Desk, e.g. business hours, phone and email address.
     

Step 3: Configure the Send Email steps in a process (workflow or business rule)

1. Go to the relevant workflow or business rule.

• Workflow: References > Other References > Workflows (Operation/Transition)
• Business rule: Administration > Business Rules > Related Processes

2. Double-click the Send Email step associated with the creation, closing or approval of a ticket.
The properties window for the step will appear.

3. Click  next to the Message field.
The data entry wizard will appear.

4. Select the tags to be displayed in the message based on the type of step.

• Select the Mail Components tab.
           
• Click the tag you want to insert in the email based on the type of step.
  • Creation step: select the following tags, ..._Top, ..._Creation, ..._Bottom.
  • Approval step: select the following tags, ..._Top, ..._Approval , ..._Bottom.
  • Closing step: select the following tags, ..._Top, ..._Closing , ..._Bottom.

• Close the data entry wizard.
  The syntax of each tag will automatically be inserted in the Message field.

5. Format the contents of the email by placing 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. These tags should not be placed side by side.
         
 

Step 4: Check that the mail component works correctly

1. Create an incident.

2. Process and close it.

3. Perform approval. At each Send Email step, check that the different mail component elements are correctly configured.

Wizards

Udpate
Delete

List of files to download

Note: See the procedure for installing them.

• Mail component - Basic template

• Mail component - Modern template

• Mail component - Trendy template