Documentation forSolarWinds Service Desk

Email customization for notifications

Email provides an efficient way to enhance your service team's communication. It allows for collaboration with your users on incidents and service requests and notification updates regarding request status. They also help you maintain a positive user experience.

SWSD allows administrators to customize your emails to match your corporate branding.  This includes:

  • Customization of all emails throughout the incident lifecycle
  • Global and personal email settings for:

    • Subject
    • Header
    • Footer
    • Signature

Best practice

By using the email customization options you can modify system-generated emails to align with your corporate branding and usage guidelines. In addition, personalization helps drive adoption by your service requesters and increases productivity and usability.

Use cases

Personalize signatures

Administrators can personalize their company's signature through a global, company-wide setting or per email template. They can also let users change their own personal signatures.

Global email

See Email Sections.

User personal signatures

Allow users to create personal signatures (Administrators)

Administrators can allow users to customize their personal signature. To do so:

  1. Navigate to Setup > Global Setting > Email Signature.

  2. Under Global Sections, hover your mouse over Signature, and then click the pencil icon.

    Email Signature and select Users permitted to customize their personal signature.

After the global setting is established, users can follow the instructions below to customize their own personal signature.

Create a personal signature (Users)

  1. Click on your avatar on the top right of your screen (often displays your initials, avatar or profile picture).
  2. Select My Account.
  3. Select the Settings tab.
  4. Edit your text.
  5. Click Save.

Email templates

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. For a list of email notification templates, see Email notification templates.

Set up custom email templates

  1. Navigate to Setup > Service Desk > Notifications. A list of all notifications displays.

  2. Click Add in the upper right.The New Custom Email Template screen displays. The Template Type defaults to Generic Email Template.

  3. To select a specific existing template, click the dropdown arrow in the Template Type field.
  4. Use the tabs 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.
    • 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.
  5. Optionally, add other variables in any of the sections. For example, you can add your service desk logo to the header. (See Email section variables for a list of variables.)
  6. Click Save.

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}}

Related topics

Email notification templates

Notification Settings