Installation Guide › Configuring the Server Post Installation › Optional Configuration Procedures › How to Customize Email Behavior › Create a Custom Email Template

Create a Custom Email Template

You can customize templates to include additional explanations or comments specific to your organization. Typically new templates are based on the portal's default templates, or existing custom templates. These templates can use parameter fields to insert personalized data in the email, similar to a mail-merge facility.

CA RCM defines two templates for each trigger event - a template used when a single event triggers the email, and a template used for aggregation emails triggered by multiple instances of an event.

Email aggregation consolidates multiple email requests of the same type addressed to the same person. For example: A manager must certify access rights for all their workers - so during a user certification campaign, CA RCM triggers several Approver Ticket emails to the manager, one for each worker. CA RCM aggregates these email requests, and sends only one email to the manager.

Note: You must have administrator-level rights in the CA RCM portal to perform this procedure.

To create a custom email template

1. In the CA RCM portal, click Administration, Settings, Email, Templates.

   The Email Templates screen appears.

2. Open a template for editing.
   • (Recommended) Click Load to base your new template on an existing template for the email trigger event.
   • Click New to start with a new, empty template.
3. Click Save As and save the template under a new, unique name.

   Note: CA RCM default templates have names that end in Default. You cannot save changes to these templates. Use Save As to create an editable copy of the default template.

4. Edit the template text.
5. (Optional) To add a parameter field:
   1. In the Subject or Body areas of the template, position your cursor where you want to insert the field.
   2. Locate the parameter in the Parameters list below the template editing window.
   3. Click Add to Subject or Add to Body next to the field.

   The parameter is inserted into the template. When emails are sent, the parameter is replaced with actual data.

   Note: If you are creating an aggregation template, do not insert parameter fields that are specific to a single instance of the trigger event. For example, do not use the Ticket ID parameter, because the aggregation email notifies the recipient of several tickets, each with their own ID. If you include these parameters, no values are substituted in the email text during processing.

6. (Optional) Insert HTML code in the template text.
7. Click Save to save the template.