Email notification templates

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Introduction

SolarWinds Service Desk (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.

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ITSM customers	ESM customers
Setup > Service Desk > Notifications	IT Service Provider (or Service Provider) > 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 Incident index
Incident Commented for Assignee	Assignee	Incident	Incident new Incident index
Approval Task Created	All	Task
Customer Satisfaction Survey	All	Incident	Incident resolved
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 default)	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 Incident index
Change Commented for Assignee	Assignee	Change Management	Change new Incident index
Solution Mention	All	Solution
Task Completed	Assignee	Task	Task completed

Create a new custom email template

1. From the Notifications index page, click Add in the upper right.

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

3. 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.

   

4. 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. You can choose to use {{main_wo_action}} if you would prefer to exclude the call to action button.
   • 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.
5. Click Save.

Add a notification when a mention is made in a Incident index

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 Incident index. Just add the {{main_event}} email variable to the email body text section.

Email variables

System variables can be used in any email. When you select a tab a list of the system 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.

System email variables can be used in email notification templates. They cannot be modified.

The following system 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}}
• {{hardware_asset_status}}
• {{hardware_category}}
• {{hardware_name}}
• {{hardware_owner}}
• {{hardware_tag}}
• {{hardware_technical_contact}}
• {{hardware_warranty_status}}
• {{incident_category}}
• {{incident_description}}
• {{incident_number}}
• {{incident_number_link_to_incident}}
• {{incident_origin}}
• {{incident_priority}}
• {{incident_title}}
• {{last_updated}}
• {{main}}
• {{main_event}}
• {{main_wo_action}}
• {{received_at}}
• {{requester_email}}
• {{requester_full_name}}
• {{requester_last_name}}
• {{requester_phonenumber}}
• {{samanage_link}}
• {{service_desk_logo}}
• {{servicedesk_name}}
• {{site}}
• {{solution_number}}
• {{solution_title}}
• {{state}}

Related topics

• Email customization for notifications
• Notification settings