Creating email and acknowledgement templates

Templates are an easy way for agents to save time by reusing information that is common to similar type of requests. In BMC Helix Business Workflows, agents can also use templates for communicating with other agents, requesters, or external users via emails.

As a case business analyst, you can configure the following types of templates:

• Email template—An email template consists of predefined content based on the information that an agent might require for a case. For example, an employee requests for a legal name change and a case is created for the request. The case assignee needs proof of the name change. The case assignee selects the email template Require proof of name change to send an email to the requester. The template contains the content that asks the requester to submit the proof.

• Acknowledgement template—When a user sends an email to create or update a case or request, the default acknowledgement templates are used to automatically send emails to the user about successful creation or updates to the case or request. You can modify the default templates or create templates to provide additional information to the users. For example, you can provide a survey link in an acknowledgement email that asks a user to provide a feedback on the request resolution process.

While configuring email templates, you can add links to cases or requests so that users can navigate to a case quickly. For example, when a case is created, an email is sent to a user. The email message contains a case ID with a link to the case. The user clicks the case ID and opens the case. 

Default acknowledgement templates

BMC Helix Business Workflows provides the following default acknowledgement templates. For 20.08.01, the following default acknowledgement templates are available for a line of business.

To create an email or acknowledgement template

1. Log in to BMC Helix Business Workflows.
2. Click My Application Settings .
   The Settings page opens in a new browser tab.
3. Select Email and perform any of the following steps:
   • (Version 20.08.01) To create an acknowledgement template, click Acknowledgement Templates, from the Line of Business list, select the line of business for which you want to create a template, and then click +Acknowledgement Template.
   • (Version 20.08.01) To create an email template, click Email Templates, from the Line of Business list, select the line of business for which you want to create a template, and then click +Email Template.
   • (Version 20.08) To create an acknowledgement template, click Acknowledgement Templates, and then click Acknowledgement Template.
   • (Version 20.08) To create an email template, click Email Templates, and then click Email Template.

4. In the pane, enter values in the Template Name and Description fields, and complete the fields as described in the following table:

   Field	Action
   (Version 20.08.01) Line of Business	The line of business that you selected to create the template is displayed. You cannot edit this field.
   Module Name	The default value of this field is Cases and you cannot change it.
   Company	Select the company for which you want to create the template. Select one of the following options: Global—All companies in a tenant can view the template. A company name—Only agents of the selected company can view the template.
   Status	Select any of the following template statuses: Enabled—The template is ready for use. Offline—The template is not available for use, but you can enable it anytime. Delete—The template remains in the system, but you cannot use it.
   Label	Select a label for the email or acknowledgement template. You can filter the templates based on a specific label.
   Attachments	To attach documents from the Document Library to the email template, click . You can attach multiple files to the template from the Document Library. If you want to attach files from your system, you must first upload them to the Document Library. You can attach only published files from the Document Library. You cannot select internal or draft files to attach to the template. When you attach an internal or draft file, a message is displayed that an internal or draft file cannot be shared, and the file is removed from the email. You can search for the documents in the Document Library by using the Advanced search options. Any duplicate attachments are removed from the email when a case agent uses the email template. If the files that are attached in the email template are removed from the Document Library, the files are also removed from the email.
   Locale	The default value of this field is English (United States) and you cannot change it.
   Subject	Enter a subject for the email. Note: While creating an acknowledgement template or replying to an acknowledgement email about a service request, in the email subject, do not add any prefix or suffix characters to the service request ID.
   Body	Enter the content for the email. To insert placeholders for current values of variables, click Insert Fields, expand the General menu or Case menu, and add a field. The Case menu consists of the case association fields and dynamic fields along with the case fields. To insert a field that navigates to a case, click Insert Fields, expand the Case menu, add Display ID, and click Generate clickable link . When an email is sent, the Display ID field displays the case ID with a link to the case.

5. Click Save.
   The email or acknowledgement template is displayed on the Email Templates or Acknowledgement Templates page respectively.

After you create an email or acknowledgement template, you can draft the email content in your desired language. To draft a template in a different language, perform the following steps:

1. On the Email Templates or Acknowledgement Templates page, click the required template.

2. In the Edit Template or Edit Acknowledgement Template pane, click Localized Message.

3. In the New Localized Email Message pane, select the locale, and enter the subject and body of the email message.

   Important

   In Locale, the languages that BMC Helix Business Workflows supports are displayed.

4. Click Save.

Related topic

Case management through email