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1. Can you edit the default email templates?
Ron Pawlowski May 27, 2012 4:32 PM (in response to Peter Moore)Even i am looking for some Help in this
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2. Re: Can you edit the default email templates?
Graham A May 28, 2012 7:20 AM (in response to Ron Pawlowski)I would also like to know how to edit the template to remove these as its just going to confuse users, would also like to limit the work orders coversion to only if the email comes from our own domain or internal address book as we often get other things sent to the email used for helpdesk.
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3. Re: Can you edit the default email templates?
Peter Moore May 28, 2012 4:08 PM (in response to Graham A)Hi Graham.
If you are in a MS environment with MS Exchange you can create a rule that will only allow mail from your domain to be delivered to the helpdesk mailbox.
You could also use a spam filter to block outside mail being sent to your trackit mailbox. (We use Mail Marshall)
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4. Re: Can you edit the default email templates?
Graham A May 29, 2012 2:53 AM (in response to Peter Moore)Thanks for your reply, Im looking into this and its a bit of a faff but may have to do it, our "internal" use only helpdesk email has unfortunately been used for external mail addresses so it is actually stuff we want, im either going to request people change the one they give out/sign things up for or do a redirect and get trackit to only monitor that address.
No news on the links sent out by default in the work order notification I see? Currently we have a member of staff in full conversation with the trackit auto generated "do not reply" message....*sigh*
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5. Re: Can you edit the default email templates?
Cris CoffeyMay 29, 2012 6:50 AM (in response to Graham A)
You also should be able to turn off the setting to Allow users to reply to messages and it should remove those links from the email. I believe this other thread has this same topic. https://communities.bmc.com/communities/message/238005#238005
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6. Re: Can you edit the default email templates?
Peter Moore May 29, 2012 4:27 PM (in response to Cris Coffey) -
7. Can you edit the default email templates?
Peter Moore May 29, 2012 4:26 PM (in response to Graham A)"Currently we have a member of staff in full conversation with the trackit auto generated "do not reply" message....*sigh*"
Ahahahahhahaha
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8. Re: Can you edit the default email templates?
John Ferragamo May 29, 2012 4:38 PM (in response to Peter Moore)If you want to allow Requestors to append their Work Orders via Email but hide these links, you can just add the following to the very end of the email templates;
<!--
This essentially hides any text below it which is where the code inserts those links.
You could then add your own links by writing a bit of HTML yourself.
<a href="mailto:helpdesk@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>
Once I realized those links could not be edited, I did this to our instance of Track-It so we could control what they saw.
Hope this helps.
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9. Re: Can you edit the default email templates?
Graham A May 30, 2012 2:40 AM (in response to John Ferragamo)Thank you John! Thats exactly what I wanted - just the notification of jobs and ability to add to existing work orders but just not have those links at the bottom, thanks to everyone for the help
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10. Re: Can you edit the default email templates?
Cris CoffeyMay 30, 2012 7:22 AM (in response to Graham A)
Glad you both found what you needed. Great discussion here.
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11. Re: Can you edit the default email templates?
Brian Gailey Dec 19, 2014 3:29 PM (in response to Peter Moore)Does anyone know if there is a way to remove this: ***** Reply to this email to append information to [[WO#35]] ***** without removing the ability for users to reply to the ticket notification and update the ticket?
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12. Re: Can you edit the default email templates?
Chris McLane Dec 19, 2014 4:13 PM (in response to Brian Gailey)You actually could remove it completely from the automated notifications if you turn off the 'Allow users to append' option in the Administration Console and restart the Track-It! Service Management service, but in order for the users' replies to still be able to append to existing work orders you would need to add [[WO#{ID}]] to the summary of all of your work order notification templates. That is the key information it looks for to know where to append the data from the e-mail reply.
The other option would be to leave all of that alone and re-word that asterisk text however you like:
http://support.numarasoftware.com/support/view_article.asp?ArticleID=6694
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13. Re: Can you edit the default email templates?
Brian Gailey Dec 30, 2014 4:22 PM (in response to Chris McLane)Thanks Chris!
Can this be done is both 10.5 and 11?
Thank you
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14. Re: Can you edit the default email templates?
Chris McLane Dec 31, 2014 7:16 AM (in response to Brian Gailey)Yes, that would apply to both versions.