Sending Mail – Hosted Systems

How Do You Use Templates?

Mail can be sent for various circumstances. The situations are identified in the Type dropdown of the E-Mail Setup & Templates screen. For each situation, you can select a Template style to use and so be consistent with the contents of the mail for different circumstances.

email templates page

The Types offered are:

Automatic Ticket Shows key trigger points in the lifecycle of a ticket with options as to who can get the mail.
Specific Mails that are enabled to complement other functions such as scheduled quick reports or mailed knowledge base items.
Escalation A list of mails that are associated with actions of the Escalator/Workflow engine, such as mail to assignee on breach of warning date.
Task Mails related to the use of Tasks
E-Mail Forms Used in conjunction with the Mail Read function.
Campaign Management Mails used with marketing campaigns.
User Defined Mails that have been created with category codes during the configuration of the system.

Variable Fields

Variable fields are entered in angled brackets ( if the mail is plain text) or square brackets if the mail is HTML. Use the Data Dictionary to ascertain the record and field names. The variables are entered in the format <Record:Field>; for example, <Call:Subject>. If you want to precede the variable value with the prompt for this field in the Data Dictionary, use <Prompt:Call:Subject>. So, if the Subject field on the Ticket record has been customised and given the prompt of ‘Problem’, using <Prompt:Call:Subject> will substitute the text Problem.

These are some variable fields worth noting:

[Notes:Details] Includes the text for a particular Ticket note.
[Call:NotesText] Includes the textual part of all the notes.
[Call:Notes] Includes all the detail for all the Ticket notes.
[Call:External Notes] Includes all the detail for all the Ticket notes marked as external.
[Call:Assignee_Name] Includes the Assignee’s Name.
[Login:Name] Includes the Login’s User Name.
[Login:Tag] Includes the Login’s Tag
[Call:Attachments] Add the Ticket attachments to the mail.
[Activity:Attachments] Attachments on Tasks will be automatically included in task emails.
Sends a link to the ticket.
[Call:URL:NTAUTH] Sends a link to the ticket that will prompt the user to login and show the ticket or if single sign on is in place it will take the user directly to the ticket.

Template Form

email template form

Pause before sending The mail will be presented to the user who may either Cancel or Send.
Choose Template at Runtime If ticked the user will be able to select from a list of mail templates. The list comprises those templates that have been ticked as “Choose Template at Runtime“.
Add as an Activity/Task If ticked the mail will be added to the ticket as a task.
Add as Note If ticked the mail will be added to the ticket as a note.
Disabled If ticked the mail will not be used.

Helpful Tips:

  • Use the Folder selection to have different mail styles for different Folders. For the Folder to be shown the “Separate Templates” tick box must be ticked in the Folder Maintenance Screen.
  • To amend a template or select a template style for a situation, double click the entry. Select a template from the pull down list.
  • Select <New> to create a new template; a reference number will be allocated.
  • If creating templates for alternative folders to the default, we advise to always create <New> templates.
  • If you amend the layout of a template, the style will be used for all situations where the template has been selected.
  • To prevent the sending of a mail in a certain circumstance, select <Disabled> from the pull down list of templates. <Disabled> will appear in the template column.
  • When using HTML formatting (SMTP only) the variable fields are entered in square brackets and spaces in field names are replaced by underscore (_).
  • When you create an e-mail that uses a particular template, the variables from the current database record will be substituted into the message. If you select Pause for the template, you can review the message before it is sent.
  • You can include your own fixed text in the template.

Who Does the Mail Go From?

The email option takes the e-mail address from one of these fields in this order…

  1. ‘SMTP From’ Address in email template
  2. Mail | Setup & Templates – Email Address or Login Name (if e-mail address is blank)
  3. Company Configuration E-Mail address

I have some special Customers that I don’t want to send automatic e-mails to. What can I do?

There is a tick box on the Customer form, ‘No Automatic E-Mails’. Tick this box and this customer will be excluded from the automatic mailing.

I would like to add a secondary email address onto a Customer Record

The field ‘E-mail2’ on the Customer record if specified will also receive mails sent to the primary address of the customer.

Can I associate a Specific Email template with an Individual Customer?

It is possible to associate a Customer with their own specific email template in SupportDesk. A new template can be created or existing template selected via the Customer record in SupportDesk. In addition, the ‘E-Template2’ if set on the User Record (see image below) will be used by the ‘New ticket note to owner’ Email scenario.

etemplate 2 form