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Customizing the email in ServiceDesk
About configuring the email monitoring
About configuring the email monitoring
Sources for the contents of the email messages
Table 12-2
Source
Templates in the
SD.EmailServices
project
In the Send Email
component within a
process
For more information about configuring the content for email or editing processes
and projects, see the ServiceDesk Customization Guide or the Workflow Solution
User Guide.
These automatic email notifications are different from the process notifications
that result from the events that occur on specific items within the ServiceDesk
portal. For example, the process notifications can be sent when a document or a
knowledge base entry is added, edited, or deleted.
ServiceDesk can accept new incidents or updates to current incidents through
inbound email. ServiceDesk monitors the appropriate inbox for all new, unread
emails and processes them by creating incidents or routing them to the support
team for classification. This email process relies on an automatically-generated
reply code to link the email correspondence to an incident. The support workers
do not have to check an Inbox because the email correspondence is added to the
incident s history.
Description
Most email content is obtained from templates. An email template
is a message containing predefined content, format, and structure
that is used to create individual emails from a ServiceDesk
process.
The SD.EmailServices project contains default templates for the
core ServiceDesk processes. When an email is triggered within
a process, the process selects a template that corresponds to the
process ID. For example, if the process ID is IM-000001, then an
Incident Management template is selected.
You can customize the email templates by adding, editing, or
deleting them in the SD.EmailServices project in Workflow
Designer. You can customize the email header and footer in the
SD.DataServices, in the GetEmailHeaderandFooter model.
Certain processes can execute the Send Email component to
generate the email messages within the process itself, instead of
calling for a template in SD.EmailServices.
You can customize the default email messages by editing the
Send Email component for the specific process in Workflow
Designer.
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