7 Replies Latest reply: Jan 21, 2014 1:04 PM by Adan Torres RSS

TrackIT Templates

Brian Harrington

Hi

 

Am kinda new to TrackIT so there may be an easy answer to this.
I have been testing the software from a user and technician perspective and have one question regarding the notification emails that are sent to users.
I created a test Work order and the user received an email in the format below:

 

.********** ********** **********.
.********** Reply to this email to append information to this Work Order **********.
.********** Please do not remove this line when replying [[WO#1037]] **********.
.********** ********** **********.


Dear XXXXXXXXXXXXXXXX,

Work order number 1037, has been created for This is Test WO 2 and this is the Summary Line, on Friday, April 13, 2012 2:55:31 .

The Assigned Technician is OSS, the Priority is 5-Low (i.e. days - weeks) and the Due Date is Thursday, May 03, 2012 2:56:00 .

Please contact the help desk if you have any questions.



Click on this link to submit additional information related to this Work Order.

Click on this link to request an updated status for this Work Order.

Click on this link to request an updated status for all of your recent Work Orders.

 


Question: The email includes links to allow the user to submit additional information or request and update etc using email links at the foot of the email, However I do not want the user to use emails to either update the work order or submit requests for updates..I want the use to use the Web Self-Service portal for such actions. I have seen where you can adjust the user notification template but the template dosen;t show these email links. How do I remove them?

 

Thanks and regards,
Brian

  • 1. TrackIT Templates
    Cris Coffey

    I believe this "Allow Users to Append" setting in the Admin Console will turn those links off.

     

    4-16-2012 4-26-48 PM.png

  • 2. TrackIT Templates
    John Ferragamo

    Hello.

     

    The only way I have found to hide these links which are added automatically if the "Work Order Status Updates" under Configuration - Help Desk - E-mail Monitor - Work Order Status Updates is enabled is to add the following to the very bottom of your Work Order Templates.

     

    <!--

     

    This HTML tag baiscally hides any text after it from the email that goes out.

     

    *Note: If a Reuqestor replies to a Work Order thus appending it, the "Received" message they get back with the info that was added will still have these links. This cannot be edited as it is not a template available to be modified.

     

    I have an enhancement request into Numara (BMC) to allow for better customization of these templates as they are fairly limited and not all that useful, especially to End Users when trying to sort through the email chain to see what was modified, by whom, etc.

     

    For my company, we even went so far as to write custom HTML code for these templates so the format of the messages was more friendly to the eyes.  Though the problem of sorting the notes still needs to be fixed.

     

  • 3. Re: TrackIT Templates
    Cody Bird

    Hey John,

     

    Thanks for posting that, but could you provide an example of where the tag is being entered. I tried to add that tag at the end of our template and it did not hide the links. Also, could you provide maybe a copy or example of the HTML you used on the other templates you were talking about. Those both are areas that we are looking at with our Help Desk to make it easier to use and a little easier on the eyes.

     

    Thanks,

  • 4. TrackIT Templates
    Brian Harrington

    Thanks Cris and John for your answers.

     

    Turning off the option that Cris described did the trick.

     

    Thanks again.

     

    Regards

    Brian

  • 5. TrackIT Templates
    Cris Coffey

    No problem. Glad to help.

  • 6. Re: TrackIT Templates
    John Ferragamo

    Hello, here is an example of a New Work Order Notificaiton that goes back to the Reuquestor with that Tag entered.  This was our previously used template.

     

    Dear {REQUESTOR},

     

    <b>PLEASE RETAIN THIS EMAIL THROUGHOUT THE LIFE OF YOUR WORK ORDER FOR REFERENCE.</b>

     

    Work order number <b>{ID}</b>, has been created for <b>[{SUMMARY}]</b> on {DATEENTERED}.

     

    The {LABEL:TECHNICIANASSIGNED} is <b>[{TECHNICIANASSIGNED}]</b> and the {LABEL:PRIORITY} is <b>[{PRIORITY}]</b>.

     

    You will receive additional notifications as your work order is addressed.

     

    <a href="mailto:email@domain.com?subject=STATUS&body=[DELETION OF THIS LINE OR THE SUBJECT WILL RESULT IN YOUR REQUEST NOT BEING PROCESSED: {ID}]">Click here to request an updated status for this Work Order</a>

     

    Thank you

     

    After hours, please call (555) 555-5555

     

    <!--

     

    Notice I added my own STATUS link the Requestor could click on in place of the pre-canned ones.

     

    Here is an example of the template we are using now which is 100% HTML. Notice I still include the HTML tag at the end.

     

    <p style="font-family:Calibri;font-size:11pt;color:Black">Dear {REQUESTOR},</p><p style="font-family:Calibri;font-size:11pt;color:Black">The following work order has been created for your request. Please retain this e-mail until this issue is closed, as you can reply to this message to update the work order.</p><p style="font-family:Calibri;font-size:11pt;color:Black"><a href="mailto:email@domain.com?subject=STATUS&body=[DELETION OF THIS LINE OR THE SUBJECT WILL RESULT IN YOUR REQUEST NOT BEING PROCESSED: {ID}]">Click here to request a status update for this ticket.</a></p><p style="font-family:Calibri;font-size:11pt;color:Black">Thank You,<br /><br /><strong>Customer Technology Support</strong><br /><a href="mailto:email@domain.com">email@domain.com</a><br />Hours of Operation: Monday-Friday 7:00AM – 6:00PM EST<br />After hours, please call: (555) 555-5555</p><table cellpadding="3pt" cellspacing="0" width="95%" bgcolor="#244061" style="background-color: #244061; border: 1px solid #244061; padding: 3pt; margin: 0px"><tr><td bgcolor="#244061" colspan="2" width="50%"><p style="font-family:Calibri;font-size:18pt;color:White">Work Order {ID}</p></td><td bgcolor="#244061" style="text-align:right; width: 50%;" width="15%" valign="top" align=right colspan="2"><p style="font-family:Calibri;font-size:12pt;color:White">{LABEL:DATEENTERED}:<br />{DATEENTERED}</p></td></tr><tr><td bgcolor="#244061" colspan="4"> </td></tr><tr><td bgcolor="#95B3D7" width="15%"><p style="font-family:Calibri;font-size:11pt;color:Black;"><strong>{LABEL:STATUS}</strong></p></td><td bgcolor="#95B3D7" width="45%"><p style="font-family:Calibri;font-size:11pt;color:Black;">{STATUS}</p></td><td bgcolor="#95B3D7" width="15%" align=right><p style="font-family:Calibri;font-size:11pt;color:Black;"><strong>{LABEL:PRIORITY} </strong></p></td><td bgcolor="#95B3D7"width="25%"><p style="font-family:Calibri;font-size:11pt;color:Black;">{PRIORITY}</p></td></tr><tr><td bgcolor="#95B3D7" width="15%"><p style="font-family:Calibri;font-size:11pt;color:Black;"><strong>{LABEL:TECHNICIANASSIGNED}</strong></p></td><td bgcolor="#95B3D7" width="45%"><p style="font-family:Calibri;font-size:11pt;color:Black;">{TECHNICIANASSIGNED}</p></td><td bgcolor="#95B3D7" width="15%"> </td><td bgcolor="#95B3D7" width="25%"> </td></tr><tr><td bgcolor="#95B3D7" width="15%"> </td><td bgcolor="#95B3D7" width="45%"> </td><td bgcolor="#95B3D7" width="15%"> </td><td bgcolor="#95B3D7" width="25%"> </td></tr></table><!--

     

    These have been well recieved by our Users and Technicians and I hope Numara makes templates easier to modify in future releases.  The biggest issue in my mind is the way the history is displayed in the email notifications.  This really needs to be revamped so you can either highlight ONLY what has changed so it is easier to spot, sort the messages by newest to oldest so most recent are always at the top, or have the option to only send what has changed, rather then only the fields that were chosen for the template.

     

  • 7. Re: TrackIT Templates
    Adan Torres

    I know this is an old post, but maybe you can help me,

    based on your html template, when I insert the {RESOLUTION} tag, the text from the resolution doesn't have background color, only the automatic date of the note, I'm attaching the image of the example

    html_example.PNG.png