Overview
The Internal Email Templates have been created as default for all areas of communication to the users of the system who are Owners of tickets. These email templates can be enabled and disabled and they can tailored to suit your business wording and branding. Internal Email Templates and when they are used:
Used when: Ticket updated via email – any type of update Ticket updated via SSP – any type of update Ticket Updated Used when: Ticket updated via main app and "notify owner" box ticked Ticket updated via Business Rules and "notify owner" box ticked Ticket Assigned Used when: Ticket Opened and assigned to group/user Ticket Accepted and assigned to group/user Ticket Owner Changed and assigned to group/user Ticket Routed to group/user as part of Business Rule Task started as part of Workflow Ticket Opened via Self Service Used when: Ticket Opened via Self Service (via configuration) Ticket Opened via Email (can be changed in the mailbox add/edit dialog, but I don't think there are any other templates that can be used…) Ticket Step Succeeded / Ticket Step Failed Not hardcoded to be used anywhere – only used via configuration as part of Ticket workflows
GuidanceNavigate to the Admin Area > System Area > Select the system area e.g. Ticket > Templates > Internal Emails
Please Note: You are unable to add, copy or delete an Internal Email Template, only Edit, Enable and Disable.
The envelope icon shown in Ticket History when an external email is received / sent will NOT appear for an Internal Email Template.
If the action is updated by the same person who is due to be notified by the Internal Email Template, it will not be sent e.g. Test Worker is assigning the ticket to themselves - the 'Ticket Assigned' email will not be sent as the Test Worker had completed the action.
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Reviewed: 08 March 2023