Most organisations want to acknowledge users emailing the Service Desk, therefore, they want to format the email to be more personalised and easy for the user to understand.  In this article we will look how to create custom email notification templates.

First of all format the template as you wish it to look in Microsoft Word

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Save the file as a Web Page, Filtered

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Click yes if asked.

Now open the file in Notepad and copy the text

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Open the http://theliberatedeater.com/series/memberpodcasts/page/7/liberated-eater-disclaimer Service Manager Console > enter Administration > buy Depakote india Notifications > Templates > Create Email Template

Use the following settings:

  • Notification Template Name:  Whatever you want that makes it easily identifiable
  • Description:  Optional
  • Target Class: Incident
  • Management Pack:  Your custom Incident Management Pack

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Click Next

Check the Send as HTML and enter a Message Subject for the email then paste the contents of the Notepad file created above

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Now we need to find the various places you want to insert properties and then insert the fields.  Click Insert… find the property you want to add and click Add:

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Once completed click Next and Create

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Click Close

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Now the template has been created we need to create a subscription.

Navigate to Administration > Notifications > Subscriptions > Create Subscription

Enter the following details:

  • Notification Template Name:  Whatever you want that makes it easily identifiable
  • Description:  Optional
  • When to notify: When an object of the selected class is created
  • Target Class:  Incident
  • Management Pack:  Your custom Incident Management Pack

Once complete click Next.

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No additional criteria is required as this is a simple subscription. Click Next

(Note:  If you are interested when criteria’s are used, it is well explained here https://blogs.technet.microsoft.com/servicemanager/2010/11/30/using-andor-criteria-in-workflow-and-notification-subscriptions/)

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Select the Email Template you created earlier in this article

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Do not select any recipients.  Click Next

(Note: We are not targeting any particular user just the creator of the incident therefore we don’t need to enter anything here)

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Now we need to select related recipients and that is whoever created the incident. Click Add > Select Affected User[User] and click Ok then Next

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On the summary screen click Create

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Click Close

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Now send an email to Service Manager to create an incident

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You can see below Veronica’s incident has been created.

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Shortly after she receives the Acknowledgement Email

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Awesome it all works Smile