You can create communication templates to standardize frequently
used email communications. You can also use communication templates
to create email notifications to use with the automated workflow and
escalation processes.
Procedure
- In the Communication Templates application, click New
Communication Template. A new communication
template opens with an inactive status.
- Optional: If the Template field
is blank, provide a name or identifier.
- In the Applies To field, specify
a value.
- In the Accessible From field, specify
from where users can access the template:
Option |
Description |
ALL |
For the template to be available: - From the Create Communication action in
other applications
- For use with workflow and escalation processes
|
APPS |
For the template to be available from the Create
Communication action in other applications, except for
the Escalations application and the Workflow application |
ESCALATION |
For the template to be available only with the escalation
function |
WORKFLOW |
For the template to be available only with the workflow function |
- Optional: Create an entry in the communication
log and attach files to the communication template.
- Complete the following details for the communication template:
- Specify the email address from which the communication
template is sent.
- Optional: If the recipient must reply to
an email address other than the address of the sender, provide an
email address in the Reply to field.
- In the Subject field and Message field,
specify substitution variables.
- Optional: Add a recipient on the Recipients tab.
If you are creating a communication template for a workflow or escalation
process, you must add at least one recipient.
- Optional: If you are creating a communication
template for a workflow process and you want the last memo to display
first in the list of memos, type :wfassignment.lastmemo as
part of the description for the template.
- Optional: If you are creating a communication
template for a workflow process and you need memos to be available
immediately, type :wfassignment.currentmemo as
part of the description for the template.
- Save your changes.