1stAnswer eMail Guide

The E-Mail templates which can be changed or filled in are being described here.

1) Search for the template of which you receive the requested conditions or recipients.
Please go to settings and E-Mail templates.

There you can compare the internal templates with the template of your mail until you have found the right name.

2) Let’s assume that you have found the template of interest which has been created by the template „casenote“. Please use the search function of MsWord in order to find the location where the template „casenote“ is described. You will find the following:

• Where: SupportCase Detail, ProblemDetail
  
• When: User adds a comment
  
• Who: User of the support teams which are included in the category of the problem
  
• How: Only if the „globalSettings.sendCaseNoteMails“ are set to „true“, if the user hasn’t been deleted, if the emailNotification is set to „true“ and has the permission called „Case.SendEmail.Internal“ which has been allotted to one of the roles
  

3) The last thing to do is to interpret the found template.
The items of the template description have the meaning as follows:

• Where: describes the location of the application where it is being called up (e.g. they are the support for problem and detail forms)
• When: describes under which circumstances the template is how called (e.g. if the user always inserts a comment)
• Who: describes who has received a corresponding notification (e.g. all support team members being included in the category of the case)
• How: describes additional conditions or limitations for a template (e.g. one of the conditions is that „sendCaseNoteMails“ is being set to “true” or that the user hasn’t been deleted)

1) Template: „user.forgottenpassword“

• Where: Login form
  
• When: The E-mail will only be sent out if the user has been found by the login name
  
• Who: User with entered login name
  
• How: Sender is the defaultSenderAddress in the tbGlobalSettings, recipient is the E-Mail of the user. The language of the template is being chosen via the user locale. Only certain placeholder can be used (the standard placeholder DATA: do not work besides the global wildcard characters @@e.g.: [@@applicationURL]).
  

The following placeholders exist: {0} {1} {2} {3} salutation (localised), name, ForgotPasswordLink-ValidityTime (in days), ForgotPasswordLink -ActivationKey

<note tip>NOTE: The function cannot be used to unlock locked users, but only to create a new password. </note>

2) Template: “supportcase.poll.completed”

• Where: CasePoll
  
• When: Customer finishes filling of CasePoll
  
• Who: User that have solved the incident and who have the permission Case.SendEmail.Internal in their role and who haven’t been deleted as well as for all E-mails set in the escalationLevel1RecipientList. The sender is the emailSenderAddress from the category
  
• How: Unconditionally
  

3) Template: “RequestForChange.accepted”

• Where: Request for Change Detail
  
• Wann: User accepts “Request for Change”
  
• • Who: The sender is the emailSenderAddress from the category. Recipient is the RFC editor (responsible)
  
• How: Unconditionally
  

4) Template: “8DReport.ChangeResponsible”

• Where: 8D-Report
  
• When: every time a 8D Report is being modified
  
• Who: Users responsible for the 8D Report, sender is the defaultSenderAddress in the tbGlobalSettings
  
• How: Unconditionally
  

5) Template: “forwardscheduleofchanges.task.completed”, “for-wardscheduleofchanges.task.completed.sms”, “forwardsched-uleofchanges.task.failed” or “forwardscheduleof-changes.task.failed.sms”

• Where: ForwardScheduleOfChange TaskDetail
  
• When: every time a user changes the FSC Task Status
  
• Who: User of the next task or processorUser
  
• How: Only if the emailNotification or smsNotification of the next task is set to „true“ or in the case of the processorUser – if either notifyAlways of FSC is set to „true“ or if notifyOnlyOverdue of the FSC is set to „true“ and if the current task is overdue
  

6) Template: “forwardscheduleofchanges.alltasksprocessed”

• Wo: ForwardScheduleOfChange TaskDetail
  
• When: every time a user changes something in the FSC Task Status of the last task of the FSC
  
• Who: processorUser
  
• How: only if the emailNotification or the smsNotification of the FSC are set to „true“ and if there are no tasks planned in the left status bar
  

7) Template: “external.supportcase.create”

• Where: SupportCaseDetail
  
• When: User creates new support case
  
• Who: Customers who have created the case
  
• How: Only if the emailNotification of the customer is set to „true“
  

8) Template: “internal.supportcase.create” or “problem.create”

• Where: SupportCaseDetail ProblemDetail
  
• When: User creates a new support case or a problem if the category of a case changes if a support level changes or if a case is being re-opened
  
• Who: Members of the support team included in the category of the case or the category where it has been opened in
  
• How: Only if the user has not been deleted, the emailNotification is set to „true“ and if he has the permission for „Case.SendEmail.Internal“
  

9) Template: “supportcase.close”

• Where: SupportCaseDetail ProblemDetail
  
• When: User changes the status of a case or closes the problem
  
• Who: Users who have created the case
  
• How: only if the globalSettings.sendCaseCloseMails are set to „true“, if the user who has created the case hasn’t closed it, the case closes itself, the emailNotification of the user who has created the case is set to „true“
  

10) Template: “casenote”

• Where: SupportCaseDetail ProblemDetail
  
• When: Problems in the case of the support teams, the entry in GlobalSettings is not considered, the permission Case.SendMail.Internal exists
  
• Who: Recipients are members of the support team and problem owners
  
• How: Only if the user hasn’t been deleted, if the emailNotification iss et to „true“ and if the correct „Case.SendEmail.Internal“ is assigned to the role
  

11) Template: “problem.externalLastStatus”

• Where: RemedyWebService
  
• When: externalLastStatus of the problem has been changed by the RemedyWebService
  
• Who: ownerUser of the problem
  
• How: only if the emailNotification of the ownerUser of the problems is set to „true“
  

1) Template: “supportcase.escalate.tolevel.1” und “support-case.escalate.tolevel.2”

• Where: CaseTrackingService
  
• When: If the case escalates in level 1 or 2
  
• Who: EscalationLevel1RecipientList and escalationLevel2RecipientList in the category of the case in which the case has escalated
  
• How: only if the sendEmailNotification in the category of the case has escalated and is set to „true“
  

2) Template: “supportcase.escalate.overdue”

• Where: CaseTrackingService
  
• When: Case is marked as overdue
  
• Who: all users included in a team which is included in the category in which the case has been marked as overdue
  
• How: only if the user hasn’t been deleted, the escalationEmails are set to „true“ and if they are allotted via the correct „Case.SendEmail.Internal“ to one of the roles
  

3) Template: “supportcase.poll”

• Where: CaseTrackingService
  
• When: Created dateClosed of a support case with activated survey functionality reaches glo-balSettings.sendCaseCloseMailDelay
  
• Who: Customers existing in the case
  
• How: Only if the customer E-Mail is available an if pollEmails of the customer is set to “true“
  

4) Template: “requestforchange.escalate”

• Where: CaseTrackingService
  
• When: The request for modification of his status Status dateCreated „suggested“ has reached globalSet tings.escalationRfCThreshold
  
• Who: all users having the permission for „RFC.Manage“
  
• How: Unconditionally