You can create and manage communication templates that
can be used to standardize frequently used e-mail communications (which
are also known as notifications).
Communication templates and escalations
You can use escalations to monitor time-sensitive records
and key performance indicators (KPIs). When you create escalation
records, you can specify that email notifications are generated when
a record reaches the defined escalation point.
Substitution variables for communication templates
In the Communication Templates application, you use substitution
variables in the Subject field and in the Message field.
When you use substitution variables in a communication template that
is used to create a notification, the substitution variables are replaced
with the corresponding values in the record that generates the notification.
Predefined communication templates
In the Communication Templates application, there are predefined
communication templates that you can use to create notifications.
You can use the predefined templates with the Workflow application,
the Service Requests application, and the Incidents application. You
can also use the predefined templates with the system database or
with the demo database (MAXDEMO).
Recipients of communication templates
In the Communication Templates application, you can add
recipients to communication templates. You can choose from four types
of recipients: roles, persons, person groups, and email addresses.
You can add one or more recipients from each category, and you can
add more than one type of recipient.
Attachments for communication templates
In the Communication Templates application, you can attach
many types of document files to communication templates. These document
files include text files, images, spreadsheets, videos, web pages,
and document folders. When you create a communication based on a template,
the attachments are always sent with the communication.
Communication logs
In the Communication Templates application, a communication
log lists the inbound and outbound communications for a record, such
as a ticket or work order. For outbound communications that are generated
with the Create Communication action, the communication
log entry contains the details from the email message and any attachments.