Workflow configuration steps - Ticket message templates

When managing tickets, it is possible to send (an view received) messages related to them. Based on 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 Ticket Message Templates in the Grant Management tab of workflow configuration allows to create any standard message template which will be available for choicewhen sending ticket related messages.

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

Field	Description
Template Name	The name of the message template.
Description	The description of the message template.
Status	The status of the message template. If "Active" it will be available, if "Inactive" not. If set as "Default" it will be TBC.
Roles	TBC.
Recipients	The recipients to whom the message will be sent.
CC	Carbon copy recipients to whom the message will be sent.
BCC	Hidden carbon copy recipients to whom the message will be sent.
Subject	The subject of the message which will be sent.
Body	The body text of the message which will be sent.
Attachment	Any attachment which will be added to the message to be sent.
Quick Ticket Recipients	Recipients to whom the message will be sent selected through their role in context.

Message template form