Creating a Correspondence Template

Title

Enter a name for the correspondence template. If the Active checkbox is selected in this screen, this template title will display in the list for selection in the Correspondence screen.

List Under

Enter the name under which the template should appear in the list for selection in the Correspondence screen; this list includes both personal and shared templates.

Active

Select this checkbox to include the template in the correspondence template selection dialog in the Use With (Incident/Customer Profile/Problem/Change/Purchase Request) screens.

Prohibit Editing

Select this checkbox to, when the template is selected, prevent all fields on the email from being edited.

Send Priority

Select the priority delivery level for the email created from the template.

Set From Address to Sender and Lock

Select this checkbox to populate the From field with the address of the support representative sending correspondence via the template, and prevent any changes to the From field.

Set To Address to Associated Customer

Select this checkbox to append the customer from the associated record to the list in the To field.

CC: Others to Notify

This field appears if the Others to Notify option is enabled in the Feature Basics screen. It will not appear if only Service Contracts or discussion posts are enabled in the Use With field. Select this checkbox to include the CC: Others to Notify field when a correspondence is created from the template.

If originating from a customer profile or for customers selected on the Desktop, this will copy the correspondence to those on the customer's Others to Notify list as well as the Others to Notify list of the company assigned to the customer.

If originating from an incident, problem, purchase request, and or change (if enabled) selected on the Desktop, this will copy the correspondence to those on the Others to Notify lists for the incident, the selected customer profile, the customer’s company, and selected categorization.

Include Attachments From Work Item

Select this checkbox to associate any attachments from the referenced work item with the correspondence document when it is sent.

Design Template

If desired, select the design template with the elements (text and images) to appear around the body of the correspondence and support representative signature (if applicable). You can click the Create New and View/Edit icons to access the Design Template screen.

To

Select or enter the address to which correspondence using this template should be sent.

From

Select or enter the address to be included in the Reply To field when an email is created from the template.

CC

Select or enter the address to be included in the CC field when an email is created from the template.

BCC

Select or enter the address to be included in the BCC field when an email is created from the template.

Subject

Enter the text to be included in the Subject field when an email is created from the template.

Message

Enter the text to be included in the Body field when an email is created from the template. You can include field values from the current record. The field will be included in brackets, and the field data will be inserted into the email when it is generated. If data does not exist for a required field, nothing will be inserted when the email is generated. The field area will be blank.

Override Do Not Include Unsubscribe Text

You can use the Email | Unsubscribe Settings screen to configure unsubscribe links and text that will be appended to outbound email correspondence, enabling customers to unsubscribe and prevent email from being sent by support representatives via the Desktop, Customer Profile, and Opportunity screens. After a customer has unsubscribed, the status in the Unsubscribe Status field in the Customer Profile screen will change to Unsubscribed; other options for the Unsubscribe Status field include Do Not Include Unsubscribe Text to enable correspondence to be sent without the configured links, and Include Unsubscribe Text to enable correspondence to be sent with the unsubscribe links. Select this checkbox to override the Do No Include Unsubscribe Text option if it is enabled in the Unsubscribe Status field in a recipient’s Customer Profile record, and enable an email to be sent.

Use With Features

Select the screens in which the template should be included for selection: Incidents, Problems, Changes, Purchases, Customers, Service Contracts, Discussion Posts, and/or Configuration Items.

Use with Categories

To include the correspondence template in the list of available templates when one or more categories are selected for a record, click the Edit link and select the categories.

Preview With

Use the Preview With field  to view the template using values from a selected record. When using a multi-select view to send a correspondence, if there is a value specified in the To field on a template, previewing correspondence will include the value in an Also Send To field.