Email notifications can be customized to include any
Issue information, as well as custom canned messages. Different templates
can be created for assignees, customers, and people copied on Issues.
A special
template can also be created for emails sent to wireless devices, such
as pagers, cell phones, or PDAs.
The standard FootPrints
email templates can be changed by selecting from the checkboxes and options
in the Contents
of Mail grid. Completely
custom templates designed in HTML or text are also supported.
To configure email templates, select Administration
| Workspace | General | Mail Preferences from the FootPrints
toolbar. Next
to the heading Email
Templates, click Configure
Email Notification Templates. A
grid is displayed. It
consists of many different options that can be included in notification
email (represented by rows) and five columns that indicate the type of
user/situation in which the option is to be enabled.
The columns are:
Field
Name/Attribute—Lists
the field types and options available to be included in notification email.
Assignee—Options checked
in this column are included in notification email sent to internal users,
including Agents, Workspace Administrators, and System Administrators.
Customer—Options checked
in this column are included in notification email sent to customers.
CC—Options checked
in this column are included in emails sent to anyone specified in the
CC box of an Issue.
Wireless/Pager—Options checked
in this column are included in mail sent to pager/wireless email addresses.
Any field or option checked in a particular column is
included in all notification email sent to that level of user/situation.
Some of the options include an Edit
button; this indicates that the feature has further options.
The
options available on this page are:
Customize
subject of email—The
information you want to appear in the subject line of the email. Data
keywords can be used, as well as static text.
Short
list of what just changed—A
summary of what was changed in the Issue that caused the email to be sent.
If you click the Edit icon in each of the columns, a pop-up
window is displayed that allows you to specify whether to include changes
to internal Issues or Employee fields.
Text
at top of message—Customizable
message that is displayed near the top of the notification email.
A different message can be made for each type of user class by clicking
the Edit icon in that column, entering the message in the
text box, and clicking SAVE.
The checkbox
must also be checked in that column. In addition, variables can
be placed in the greeting to include the subject of the email, the user’s
name, etc. Refer to Mail Variables
in the Custom Email Templates section for additional information.
Workspace
Name—The
name of the Workspace is displayed in the body of the notification email.
Title—The Title of
the Issue is displayed in the body of the notification email.
Number—The Issue number
is displayed in the body of the notification email.
Link
to Details Page—A
hyperlink to the Details
page of the Issue in FootPrints (requires password authentication).
Note
If you are using a custom login page for customers (e.g.,
group.html), that URL can be specified for Customers by clicking the Edit icon in the customer column and entering the URL. This does
not automatically bring the Customers to the Details
page of their Issue; after entering their email address, the main customer
page is displayed.
Last
Edit Date—The
last date the Issue was edited.
Last
Edit Time—The
last time the Issue was edited.
Priority—The priority
of the Issue.
Status—The current
status of the Issue.
Creation
Date—The
date on which the Issue was created.
Creation
Time—The
time at which the Issue was created.
Creator—The submitter
of the Issue.
Show
Subtask or Global Entry Relationship—If
the Issue is a Master, Subtask, Global, or GlobalLink, include this reference
in the email.
Description—The Issue's
description, with time/date/user stamps. Two options are available
by clicking the Edit icon: Most
Recent Description and All
Descriptions.
Assignees—The list of
users/Teams assigned to the Issue.
CC's—Any email addresses
that are listed in the CC
section of the Issue. Both
permanent and one-time CCs are shown, denoted by one of these labels:
(permanent); (permanent,
but not CC'd on this edit);
(this
edit only)
Issue
Information—Workspace
field data. By default, customers only see Public fields and internal
users see all fields. Individual
fields can be selected for inclusion by clicking Edit.
Address
Book Fields—Address
Book data. By default, customers only see Public fields and internal
users see all fields. Individual
fields can be selected for inclusion by clicking Edit.
Linked CIs—Include list for CIs linked to the issue in the email notification. Up to 100 linked CIs can be displayed in the email.
List
attached files—A
list of files attached to the Issue are displayed in the body of the email.
Attach
attached files—Attached
files are sent with the notification email. Rules regarding attachments
can be set by clicking the Edit icon in the Field
Name/Attribute column. They are:
Never send any attachment over n kilobytes—Where n is the maximum number of kilobytes.
Send each attached file on every edit—All
attached files are included with all notification email for the Issue.
Send each attached file only on the first
time the file is attached—Attached
files are only included with notification mail when they are initially
attached to the Issue.
Allow the user performing the edit to override
these settings—Internal
users can choose whether or not to include attachments upon editing an
Issue.
Complete
Issue History—A
summary of the Issue's history appears in the body of the notification
email.
Text
at bottom of message—Customizable
message that appears at the end of the notification email. A different
message can be made for each type of mail by clicking the Edit icon in that column, entering the message in the text box,
and clicking SAVE. The checkbox must also be checked
in the column. In addition, variables can be placed in the greeting
to include the subject of the email, the user’s name, etc. Refer
to Mail Variables in the Custom Email
Templates section for additional information.
Send
mail as text—Notification
mail is sent as plain text.
Send
mail as html—Notification
mail is sent in HTML format.
Note
If both text and html are checked, FootPrints includes
both formats in the message. For
most Windows-type email readers (Outlook, Lotus Notes, etc.), only the
HTML is seen.
Custom
formatting for text message—Create
a custom email template for FootPrints notification email layout
and custom formatting in plain text (refer to Custom
Email Templates).
Custom
formatting for HTML message—Create
a custom email template for FootPrints notification email layout
and custom formatting in HTML (refer to Custom
Email Templates).
NOTE
For Issue Information and Address Book fields, custom email
template settings override settings you specify on this page, regardless
of whether the custom formatting is for text or HTML messages. For
example, if your Specify Email Content page specifies that the message
is to contain only public fields in the Issue Information section and
you specify an internal field in the custom email template, the custom
email template overrides the other settings. Refer
to Custom Email Templates for details
on how to include the settings on this page with the custom email.
After filling out the grid, click SAVE.
All notification email includes the options indicated for the various
user/mail types.
Configure
Email Notification Templates. A
grid is displayed. It
consists of many different options that can be included in notification
email (represented by rows) and five columns that indicate the type of
user/situation in which the option is to be enabled.