You use the Communication Templates application to create
and manage communication templates. These templates can be used to
standardize frequently used email communications (which are also known
as notifications).
You can use communication templates in the following ways:
- You can add file attachments or document folders to communication
templates. When an email communication is sent, the attachments are
included in the email communication, either in a folder or in an attachment.
- You can use communication templates with the workflow process.
For example, you might have a workflow process for purchase requisitions
that uses a communication template. When a user submits a request
for a notebook, the purchase request enters the workflow and must
be approved by an immediate supervisor. When the purchase request
is approved, the status is set to approved. An email communication
is then sent out using the communication template to the user who
submitted the request.
- You can use communication templates with the escalation process.
For example, when a service desk agent does not complete assignments
within six hours, you can create an escalation configuration that
uses communication templates. The assignment is escalated to the supervisor,
and the supervisor receives an email communication.
- Service desk agents can create and send email communications from
the ticket applications (the Service Requests application, the Incidents
application, and the Problems application). These email communications
are sent by using standardized information from communication templates.
The recipients of the email communications can respond. The service
desk agents can view the two-way dialog in the communication log in
the ticket applications.