Creating communication templates

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

  1. In the Communication Templates application, click New Communication Template. A new communication template opens with an inactive status.
  2. Optional: If the Template field is blank, provide a name or identifier.
  3. In the Applies To field, specify a value.
  4. 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
  5. Optional: Create an entry in the communication log and attach files to the communication template.
  6. Complete the following details for the communication template:
    1. Specify the email address from which the communication template is sent.
    2. 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.
    3. In the Subject field and Message field, specify substitution variables.
    4. 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.
    5. 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.
    6. 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.
  7. Save your changes.


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