Implementing Policy › Notifications › Example: Create a Message Template

Example: Create a Message Template

Every notification rule must contain a message template. You can create templates that contain default values to use for notification messages.

Example: Create a Message Template

This example demonstrates how to create a message template.

To create a message template

1. On the Administration tab, browse to Notifications, Message Templates.

   The Message Template List appears.

2. Click Create New.

   The Create New Message Template window appears.

3. Complete the following fields:

   Tenant

   Specifies the tenant associated with this template.

   Note: Selecting global (shared) allows you to use the template for global messages.

   Symbol

   Defines a unique identifier for this record.

   Object Type

   Specifies the object type associated with this template.

   Record Status

   Specifies either active or inactive for the status of this template.

   Auto Notification

   Specifies that the notification associated with this template is sent automatically when the activity occurs.

   Notify Level

   Indicates the relative importance of sending this notification. Select Emergency, High, Low, or Normal.

   Notification Message Title

   Specifies the summary title of the message. You can use variables to insert values from the ticket when a notification is sent. For example, you can include a variable that inserts the issue number into the message title.

   Notification Message Body

   Specifies the content of the message. You can use variables to insert values from the ticket when a notification is sent. For example, you can use a variable that inserts the analyst name, end user name, and description into the message.

   HTML Message

   Specifies a message in HTML to display when the recipient email program supports HTML messages. If the recipient receives the message on a pocket device, such as a cell phone or Blackberry, the message displays in plain text only.

   Edit HTML Message

   Opens the HTML Editor, which allows you to edit your HTML message.

   Quick View

   Displays the message as it appears to the recipient.

   HTML Source

   Displays the message in HTML source code.

4. Click Save.

   The new message template appears in the Message Template List.