Mail Templates
SSP 7 uses Mail templates for notification within processes. Most steps in a Process will send out a standard email to the selected Actor(s). Standard emails use a default template but you can also define custom email templates.
Modification of any standard email templates will automatically update all notification steps utilizing the updated templates. Custom configured templates will have to be maintained individually for each step containing notifications for all processes.
Its best practice to utilize mail templates where possible to ensure quick and easy updates.
The Email Templates screen is opened by clicking on the Templates link in Mail section in the Admin Panel.
How to create Email Templates?
Find below print screen and explanation of how to create an email template:
Subject Line English : Fill in the Subject line to be used in this email.
Main Copy English : fill in the email body.
Subject Line & Main Copy other languages : fill in the appropriate values for the other languages, as set in SSP 7.
Standard templates
Action Step
An Action Step has the following Mail Templates:
Initial Email: This email is sent to the Actor when an Action Step is initiated.
Escalation level 1 Email: This email is sent to the escalation level 1 person in case the Actor of a process step has missed the defined deadline. The escalation person and the period of time (e.g. 10 days) after this email is sent are defined in the process step.
Escalation level 2 Email: This email is sent to the escalation level 2 person in case the Actor of a escalation 1 has missed the deadline. The escalation person and the period of time (e.g. 10 days) after this email is sent are defined in the process step.
Form sent back to requester Email: This email is sent to the requester in case additional information is required from the requestor and the form has been placed back in the drafts folder of the user.
Form changed Email: In case the original request form of a user has been altered during the process, the requestor is notified about that update with this email message
Notification Step
A Notification Step has one Mail Template: Initial Email: This email is sent to the Actor when an Action Step is initiated.
Approval Step
An Approval Step has six Mail Templates:
Initial Email: This email is sent to the Actor when an Action Step is initiated.
Decline Email: This email is sent to the Requester when this Step is not approved by the Actor(s).
Escalation level 1 Email: This email is sent to the escalation level 1 person in case the Actor of a process step has missed the defined deadline. The escalation person and the period of time (e.g. 10 days) after this email is sent are defined in the process step.
Escalation level 2 Email: This email is sent to the escalation level 2 person in case the Actor of a process step has missed the deadline. The escalation person and the period of time (e.g. 10 days) after this email is sent are defined in the process step.
Form sent back to requester Email: This email is sent to the requester in case that additional information or clarification to the request is required.
Form changed Email: In case the original request form of a user has been altered during the process, the requestor is notified about that update with this email message
Message
Message has one Mail Template: Initial Email: This email is sent to the Requester when a Message is filled in during a Ticket handled in the work flow.
Request Additional Information
"Request additional information" has one Mail Template:
Initial Email: This email is sent to the Requester when a "Request for Additional Information" is filled in during a Ticket handled in the work flow.
Request additional information answer
"Request additional information Answer" has one Mail Template:
Initial Email: This email is sent to the Actor when a "Request for Additional Information" is answered by the Requester, in during a Ticket handled in the work flow.
Custom Templates
Custom templates are used to define email messages that get regularly used in processes. Custom defined email templates are defined in the E-Mail templates admin panel and are referred to in process steps.
Please note that references used in custom templates should not be process specific, as these templates are used across multiple processes.
Filter : Use the search box and button to filter the list with email templates.
Edit Custom Template
When a new custom template is added or an existing Template is edited, the screen below is displayed:
Attachments
2 types of attachments can be added to an email defintion:
- Fixed : the attachment is always the same
- Dynamic : that attachment can be different based on parameters. The sources are : text files, PDF documents, CMC elements (Word or PDF)
Complete the following fields to define the attachments:
Add new fixed attachment : An attachment can be added to an email by clicking SELECT AND UPLOAD, locate the file on your PC or network. The attachment will always be included in the email message.
Add new Dynamic attachment : enter the name of the file to be generated & set the document location. Use the Dynamic field mapping to locate the definition of your PDF, text file or created CMC element (using previously entered fields). Click on ADD ATTACHMENT to add the file.
Subject Line English : Fill in the Subject line to be used in this email.
Main Copy English : Fill in the email body.
Subject Line & Main Copy other languages : Fill in the appropriate values for the other languages, as set in SSP 7.
Dynamic Attachments
The option of dynamic attachments is available within template emails and custom defined emails. Please note that PDF file generated within a process can only be send as an attachment in emails defined within the process generating the PDF files. Public mail templates can't use them.
Name: Here you can define the filename of the attachment. It is possible to use placeholder like #REPLACE-FORMFIELD-Lastname# for example. You need to define the file extension manually.
Document location: Set here a reference (URL or local path) to were SSP can find the attachment. Please note that the reference should be accessible for the server. If you want to include a generated PDF file, use the dropdown list and select Process. Under process you'll find the PDF file defined or a generic option to include the default PDF report.
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