Symantec® ServiceDesk Customization Guide 7.0
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Define E-mail Content
E-mail content is handled in two ways in ServiceDesk. Sometimes the content is actually
housed in a Send Email component within a process. But more often than not, processes
in ServiceDesk make a call to the SD.EmailServices application to generate an e-mail.
E-mail templates are stored in the SD.EmailServices project. Think of a template as a
definition of the content within an e-mail message.
This section covers both editing directly in the Send Email component and in the
template within the SD.EmailServices project.
To modify the customer confirmation e-mail (Send Email component)
1. Open the SD.IncidentManagement project in Symantec Workflow. Please see
Editing
the Core ITIL Processes
(page 18) if this is the first time opening Incident
Management from its package; there is an important, required step regarding
unpacking.
2. In the Projects list on the left, click on the Customer Confirm Resolution model.
3. Double-click the “Have Customer Confirm Resolution” Dialog Workflow component
to edit it.
4. Click the Event Configuration tab and click the ellipse next to Start Process.
5. Double-click the Thank You Subject Merge Text component, or the Thank You Body
Merge HTML component.
6. On the Configuration tab, click the ellipse next to Merge Data.
7. In the Advanced Text Creator window, add, modify, or delete text as appropriate.
To customize the global header and footer for e-mails
1. Open the SD.DataServices project in Symantec Workflow.
2. Scroll down to the bottom of the models list, and open the GetEmailTemplateParts
model.
3. Configure the “Build Email Header” and “Build Email Footer” components as desired.
You can add a project property for a logo, then populate these components with that
property to have a corporate logo appear.
To add a new e-mail template
1. Open the SD.EmailServices project in Symantec Workflow. Notice that existing
templates, named according to the content, only have components for the subject
line, body, and header.
2. Add a new model, selecting the parent model as the respective category where the
e-mail template will be used (ex: IncidentTemplates). Use a naming convention that
reflects its function. It is required to use the appropriate prefix to the model name in
order for that template to automatically be available; for example,
Incident.XYZTemplate for a template in Incident Management.
3. Copy and paste the components from an existing template as a shortcut. Or,
manually add a Merge Text component for the subject line and configure.
Use a Merge HTML component for the body of the e-mail and configure.
Use a Merge Text component for the header and configure.
