You can generate documents based upon the processes that you create. You can send these documents to your customers to inform them of pertinent information regarding their issue. For example, you can generate a progress document containing specific information generated from their Request.
Before you can generate these documents, you need to generate a template (or a boilerplate) containing static information, and references to the process.
The following list outlines the steps required to create a document template and enable users to create documents whilst they are working on processes. Each of these steps is covered in more detail later in this section.
Create the document using Microsoft Word.
Add the required Mail Merge fields.
Save the document as XML.
Add that xml template to Service Desk or Asset Manager.
Add the Create Document action as an optional action instance in the required processes.