Objective
Email templates define the content of notifications sent to users. You can use placeholders to dynamically insert case-specific information into the emails, ensuring clear and concise communication. This is critical for keeping users informed about the progress of their inquiries.
You can use system email templates, or create your own custom templates. Advanced Workflow contains a number of system templates, including:
If you are using the system templates, there is no need to select the template when configuring notifications, since each template is mapped to an action type. For example, the Create Case action automatically uses the createCase email template. The recipient of the notification can then be selected in the Default Notifications field of the Notifications section.
If you create custom templates, the template name will appear in the Custom Notifications section of the workflow action details. The recipient of the notification can then be selected in the Custom Notifications field of the Notifications section.
Typically, email notifications contain dynamic references. This allows each email to contain case-specific information such as the domain, case key, case name, and other information, using the same template. This is done by using Tags in the email subject and body when designing the template.
For example, to return this text in the email subject:
Need More Info: Case12345 ﹥ Inquiry on My Bonus
The email subject in the template would appear as:
Need More Info: $case.caseKey ﹥ $case.name
To see a full list of the tags available, see this article in the online help.
The email body is populated with HTML. You can create your own HTML content, or modify an existing email template. A sample HTML template is also available in the online help.
The most common way to create a new email template is to make a copy of the HTML content from an existing template, customize the HTML code using an HTML editor or text editor, and add it to the new template.
The Inquiry workflow will contain several email templates, which will be used to notify users associated with the case. These include Create Case, Withdraw, and Need More Info. The details for these email templates can be found in the Inquiries Design.xlsx file.
Intellasoft would like an email notification sent to the assignee when the Need More Info action takes effect. The identity of the assignee was configured as a Notification Group. In this exercise, you will create the email template and configure the notification.
A document containing the HTML can be found here.
Create the email template for the Need More Info action.
In the Setup screen, select Case Management→Email Templates .
Select Add New.
Enter the following information:
Select the Editor tab.
Paste the HTML text from the email template file.
Select Save.
Add the email notification to the workflow and assign it to the Assignee Notification Group.
Select Processes→Workflows .
Next to the Inquiries workflow, select Edit.
In the Workflow Matrix, select the pencil icon in the cell on the Assign row and the Provide More Info column.
Next to the Need More Info row, select Edit.
Select the Notifications tab.
Set the Send Default Notifications switch to Off.
In the Email Template field under the Send Custom Notifications section, type INQ.
Select INQ – Need More Info.
In the Email Recipients field, check Assignee.
Select Add.
Select Save.
