Visualizza wikitesto di Workflow configuration steps - Ticket message templates

When managing ''[[glossary|tickets]]'', it is possible to send (an view received) ''[[glossary|messages]]'' related to them. Based on ''[[glossary|workflow]]'', it can be useful to create some message templates in order to standardize communications. For example, a standard message to communicate that there will be a delay in handling the ticket.

The <u>''Ticket Message Templates''</u> in the <u>''Grant Management''</u> tab of ''[[glossary|workflow]]'' configuration allows to create any standard ''[[glossary|message template]]'' which will be available for choicewhen sending ''[[glossary|ticket]]'' related ''[[glossary|messages]]''.

To create a ''[[glossary|ticket message template]]'' it is required to provide the following information, as shown in the screen below. No field is mandatory.

{| class="wikitable"
! Field !! Description

|-
|<u>Template Name</u> || The name of the ''[[glossary|message template]]''.  

|-
|<u>Description</u> || The description of the ''[[glossary|message template]]''.  

|-
|<u>Status</u> || The status of the ''[[glossary|message template]]''. If "Active" it will be available, if "Inactive" not. If set as "Default" it will be TBC.

|-
|<u>Roles</u> || TBC.

|-
|<u>Recipients</u> || The recipients to whom the ''[[glossary|message]]'' will be sent.

|-
|<u>CC</u> || Carbon copy recipients to whom the ''[[glossary|message]]'' will be sent.

|-
|<u>BCC</u> || Hidden carbon copy recipients to whom the ''[[glossary|message]]'' will be sent.

|-
|<u>Subject</u> || The subject of the ''[[glossary|message]]'' which will be sent.

|-
|<u>Body</u> || The body text of the ''[[glossary|message]]'' which will be sent.

|-
|<u>Attachment</u> || Any attachment which will be added to the ''[[glossary|message]]'' to be sent.

|-
|<u>Quick Ticket Recipients</u> || Recipients to whom the ''[[glossary|message]]'' will be sent selected through their ''[[glossary|role]]'' in context.

|}

[[File:Statuses message template form screen.JPG|none|thumb|850x850px|Message template form]]