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Email Templates

About Templates

Knowledge Templates

Problem Template

Generic Template

Link to an Object

About Templates

Email templates are created through quick actions. You must create a template for each business object created by email (except incident, which exists by default). This ensures your users will provide the correct information in an acceptable format.

The inbound email creates the appropriate business object record and associates a duplicate record with the employee record.

The default fields and field values are provided as examples; you enter the field names to populate from the email in Service Manager, and the users enter their own field values. In the examples provided, the $ symbol is the field value separator and the # symbol is the record separator (which means that you can create multiple records from the same email). Because $ and # are frequently used in data, we recommend you use different common characters.

Knowledge Templates

You must create a template for each type of knowledge article to create knowledge articles by email. The following knowledge templates fields are provided as examples only:

Field Name

Field Value

FRS_KnowledgeType

$Document

Title

$<title of article>

Details

$<details of article>

Collection

$IT Knowledge

Category

$Printer

OwnerTeam

$Operations

Owner

$Admin

Version

$1

Author

$Admin

Status

$Draft

Subcategory

$Outage

Environment

$Outlook 2007

Field Name

Field Value

FRS_KnowledgeType

$IssueResolution

Title

$<title of article>

Details

$<details of article>

Collection

$IT Knowledge

Category

$Printer

OwnerTeam

$Operations

Owner

$Admin

Version

$1

Author

$Admin

Status

$Draft

Resolution

$<resolution details>

Subcategory

$Outage

Environment

$Outlook 2007

Field Name

Field Value

FRS_KnowledgeType

$ErrorMessage

Title

$<title of article>

Details

$<details of article>

Collection

$IT Knowledge

Category

$Printer

OwnerTeam

$Operations

Owner

$Admin

Version

$1

Author

$Admin
Status

$Draft

Resolution

$<resolution details>

Subcategory

$Outage

Environment

$Outlook 2007

Field Name

Field Value

FRS_KnowledgeType

$Patch

Title

$<title of article>

Details

$<details of article>

Collection

$IT Knowledge

Category

$Printer

OwnerTeam

$Operations

Owner

$Admin

Version

$1

Author

$Admin

Status

$Draft

Resolution

$<resolution details>

Subcategory

$Outage

Environment

$Outlook 2007

Field Name

Field Value

FRS_KnowledgeType

$QandA

Title

$<title of article>

Details

$<details of article>

Collection

$IT Knowledge

Category

$Printer

OwnerTeam

$Operations

Owner

$Admin

Version

$1

Author

$Admin

Status

$Draft

Resolution

$<resolution details>

Subcategory

$Outage

Environment

$Outlook 2007

Problem Template

Field Name Field Value
Summary $<Problem summary>
Description

$<Problem description>

Status

$Logged

Category

$Documentation

Source

$Supplier

Team

$Problem Management

Owner

$ADale

Urgency

$High

Impact

$Medium

ResolutionAction

$Training

Environment

$Windows 7

ErrorMessage

$<error message, if any>

Resolution

$<resolution details, if any>

Workaround

$<workaround details, if any>

Generic Template

Use this template to link the new business object record to an employee based on the login ID of the employee (and not the name of the employee). When using the generic template, make sure that the business object field is set to other and that the employee record exists in Service Manager.

Field Name Field Value

LinkfieldName

 

TargetFieldName1

$Data for Target Field Name 1
TargetFieldName2 $Data for Target Field Name 2
TargetFieldName3 $Data for Target Field Name 3
TargetFieldName4 $Data for Target Field Name 4

Link to an Object

The link field name is a unique field that is used for linking the email to an existing business object record. For example, from the email address of a sender, a link is set up between the employee record and the business object record (such as an incident).

Field Name

Field Value

LinkfieldName

$<RetrievalBusinessObjectName.RetrievalField Name(ConditionalField Name= Value)>

TargetFieldName1

$Data for Target Field Name 1

TargetFieldName2

$Data for Target Field Name 2

TargetFieldName3

$Data for Target Field Name 3

TargetFieldName4

$Data for Target Field Name 4

For example, to link to an employee record from an email, use the following syntax: ProfileLink$<Profile#Employee.RecId(LoginID = EmployeeName)>.

Note that the # character is used to identify the related field in the Employee business object. Sometimes the inbox configuration also uses the same # character as the record marker. In such cases, change the record marker to some other character (for example, ^), so the reference to the link field name can be properly read.


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