Email notification 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.

Out-of-the-box email templates

To see a list of out-of-the-box email templates, navigate to Setup > Service Desk > Notifications.

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

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 customization for notifications

Notification Settings