Documentation forSolarWinds Service Desk

Email notification templates

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Introduction

SWSD includes a number of templates that can be used to notify assignees and/or requesters of an event on corresponding incidents and/or changes. Administrators can use the out-of-the box templates or customize to meet your organization's needs.

Navigation

Setup > Service Desk > Notifications.

Out-of-the-box email templates

The table below provides a list of the out-of-the-box templates.

Name Send to Scope Event
Incident Created for Requester Requester, CC Incident Incident received
Incident Created for Assignee Assignee Incident Incident received
Incident Changed for Requester (off by default) Incident Updated
Incident Changed for Assignee Assignee Incident Updated
Incident Commented for Requester Requester, CC Incident Incident new comment
Incident Commented for Assignee Assignee Incident Incident new comment
Approval Task Created All Task  
Customer Satisfaction Survey All Incident  
SLA Violation All Incident  
Incident Resolved for Requester Requester, CC Incident Incident resolved
Incident Resolved for Assignee Assignee Incident Incident resolved
Task Created via Incident (off by default) Task New task
Task Created via Workflow (off by deftault) Task New task
Task Reassigned All Task  
Incident Mention All Incident  
SLA Rule - No state change All Incident  
Incident Resolved via System All Incident  
Change Mention All Change Management Updated
Change Updated for Assignee Assignee Change Management Updated
Change Commented for Requester Requester, CC Change Management Change new comment
Change Commented for Assignee Assignee Change Management Change new comment
Solution Mention All Solution  
Task Completed Assignee Task Task completed
  1. Navigate to Setup > Service Desk > Notifications.

  2. Click Add in the upper right.

  3. Note the Email Variables list that appears on the right. You can use email variables in sections of the email notification. See Email variables for more information.

  4. In the New Custom Email Template, select an existing template as the foundation for your new template, or select General Email template to start from scratch.

  5. Use the tabs in the Email Layout field to select an area for customizing your new email template.
    • Main Layout defines the main layout of the email. You can add, move, edit, and delete sections by using email section variables (details below). It is also possible to add custom text and use regular variables in the email sections.
    • Email Body is the main content of the email. It includes the email title, email body, and the text on the call-to-action button. It is represented by the {{main}} variable in the email structure.
    • Header is added to the top part of the email when it is sent. It is represented by the {{header}} variable in the main layout. This header is fully customizable. Some customers like to add their service desk logo to the header.
    • Signature is fully customizable. The corporate signature, represented by the {{signature}} variable in the main layout, is added to the email by default.
    • Footer is fully customizable. The corporate footer, represented by the {{footer}} variable in the main layout, is added to the email by default.
    Directly below the Email Layout field, you can click Guide to email section variables for an explanation of each of the email sections.
  6. Click Save.

Create a new custom email template

  1. Navigate to Setup > Service Desk > Notifications.

  2. Click Add in the upper right.

  3. Note the Email Variables list that appears on the right. You can use email variables in sections of the email notification. See Email variables for more information.

  4. In the New Custom Email Template, select an existing template as the foundation for your new template, or select General Email template to start from scratch.

  5. Use the tabs in the Email Layout field to select an area for customizing your new email template.
    • Main Layout defines the main layout of the email. You can add, move, edit, and delete sections by using email section variables (details below). It is also possible to add custom text and use regular variables in the email sections.
    • Email Body is the main content of the email. It includes the email title, email body, and the text on the call-to-action button. It is represented by the {{main}} variable in the email structure.
    • Header is added to the top part of the email when it is sent. It is represented by the {{header}} variable in the main layout. This header is fully customizable. Some customers like to add their service desk logo to the header.
    • Signature is fully customizable. The corporate signature, represented by the {{signature}} variable in the main layout, is added to the email by default.
    • Footer is fully customizable. The corporate footer, represented by the {{footer}} variable in the main layout, is added to the email by default.
    Directly below the Email Layout field, you can click Guide to email section variables for an explanation of each of the email sections.
  6. Click Save.

Add a notification when a mention is made in a comment

The out-of-the-box Incident Mention template sends a notification if a mention is made in a ticket. You can modify the template to include a notification when a mention is made in a comment. Just add the {{main_event}} email variable to the email body text section.

Email variables

Variables can be used in any email. When you select a tab a list of the variables displays on the right. From there you can copy any variable by hovering over the variable name and then clicking Copy to the right of the variable.

The following variables are available:

  • {{assignee_full_name}}
  • {{attachments}}
  • {{change_number}}
  • {{change_title}}
  • {{change_type}}
  • {{department}}
  • {{event_initiator}}
  • {{event_initiator_email}}
  • {{event_initiator_phone_number}}
  • {{event_initiator_title}}
  • {{incident_category}}
  • {{incident_description}}
  • {{incident_number}}
  • {{incident_number_link_to_incident}}
  • {{incident_origin}}
  • {{incident_priority}}
  • {{incident_title}}
  • {{last_updated}}
  • {{main_event}}
  • {{received_at}}
  • {{requester_email}}
  • {{requester_last_name}}
  • {{requester_phonenumber}}
  • {{samanage_link}}
  • {{service_desk_logo}}
  • {{servicedesk_name}}
  • {{site}}
  • {{solution_number}}
  • {{solution_title}}
  • {{state}}

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