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Customizing an email template

BMC Remedyforce provides the following out-of-the-box email templates for each object:

Object

Out-of-the-box email template

Change Requests

Change Email Conversation History Template

Incidents

Incident Email Conversation History Template

Problems

Problem Email Conversation History Template

Tasks

Task Email Conversation History Template

However, you can clone and customize these email templates to include information that is specific to your business requirements.

BMC recommends that you first clone and then edit the out-of-the-box email templates. If you receive an error message when cloning a BMC Remedyforce out-of-the-box email template, see Resolving an error with cloning a BMC Remedyforce email template.

The out-of-the-box email template is available in your organization at Remedyforce Administration > Configure Email > Email Templates.

You can customize the fields that are used in the templates to display the information of your choice in the email message. You can include the fields that are available for the objects. Select the object in the Related to Type field while creating an email template. For more information, see Creating an email template. Use the API Names field to obtain the values of these fields in the email templates. To see a list of fields available for an object, navigate to Setup > Create > Objects or Remedyforce Administration > Manage Objects > Create and Edit Objects. The list of fields that you can use in an email template is displayed in the Custom Fields & Relationships section.

To allow staff members to add additional information even after selecting an email template, you must customize the email template to include the Additional_email_information field in the body of the email message by using the following syntax:
{!relatedto.BMCServiceDesk__Additional_email_information__c}

If you include this field in the email template, content from the email template and additional content added by staff members to the email message are saved.


However, if you do not include the BMCServiceDesk__Additional_email_information__c field in the email template, only the content of the email template is saved. Users can access the saved email message from the Action History section of a record. In the Action History section, a link is provided to a record created in the <Record> History object (replace Record with Incident, Change Request, Problem, or Task).


The saved email message is shown in the Note field.


 Note the following points about how information is displayed in Notes:

  • All URLs are displayed as links.
  • Image link is not displayed.
  • Text formatting (such as bold and italics) is not retained.

To show image from image links and text formatting, add the RichTextNote field to the page layout of the <Record> History object.


To refer to the fields of a related object for which a lookup or Master Detail data type exists in an object, use the following syntax.
{relatedto.<namespace of organization><Field Name of the lookup field>__r.<API Name of the field of the related object>}

The following table provides examples of the syntax that you can use for different objects.

Object

Syntax example

Change Requests

You have created an email template for the Change Request object (BMCServiceDesk__Change Request__c) and this object includes a lookup field for the Priority object. To retrieve the value of the Description field on the related Priority object, use the following syntax in the email template:
Priority Description: {!relatedto.BMCServiceDesk__FKPriority__r.BMCServiceDeskDescription__c}

where BMCServiceDesk is the namespace of organization, FKPriority is the Field Name of the Priority lookup field, and BMCServiceDeskdescription__c is the API Name of the Description field of the related Priority object.

When you select this email template for a Change Request record, the email message includes the following information:
Priority Description: <value of the Description field on the Priority object>

Incidents

You created an email template for the Incident object (BMCServiceDesk__Incident__c), and this object includes a lookup field for the Broadcast object. To retrieve the value of the Description field on the related Broadcast object, use the following syntax in the email template:
Broadcast Description: {!relatedto.BMCServiceDesk__FKBroadcast__r.BMCServiceDeskbroadcastDescription__c}

where BMCServiceDesk is the namespace of organization, FKBroadcast is the Field Name of the Broadcast lookup field, and BMCServiceDeskbroadcastDescription__c is the API Name of the Description field of the related Broadcast object.

When you select this email template for a Incident record, the email message includes the following information:
Broadcast Description: <value of the Description field on the Broadcast object>

Problems

You have created an email template for the Problem object (BMCServiceDesk__Problem__c) and this object includes a lookup field for the Urgency object. To retrieve the value of the Sequence Id field on the related Urgency object, use the following syntax in the email template:
Sequence ID: {!relatedto.BMCServiceDesk__FKUrgency__r.BMCServiceDeskSequence__c}

where BMCServiceDesk is the namespace of organization, FKUrgency is the Field Name of the Urgency lookup field, and BMCServiceDeskSequence__c is the API Name of the Sequence Id field of the related Urgency object.

When you select this email template for a Problem record, the email message includes the following information:
Sequence ID: <value of the Sequence Id field on the Urgency object>

Tasks

You have created an email template for the Task object (BMCServiceDesk__Task__c) and this object includes a lookup field for the Category object. To retrieve the value of the Display In SelfService field on the related Category object, use the following syntax in the email template:
Display in Self Service: {!relatedto.BMCServiceDesk__FKCategory__r.BMCServiceDeskDisplay_In_SelfService__c}

where BMCServiceDesk is the namespace of organization, FKCategory is the Field Name of the Category lookup field, and BMCServiceDeskDisplay_In_SelfService__c is the API Name of the Display In SelfService field of the related Category object.

When you select this email template for a Problem record, the email message includes the following information:
Display in Self Service: <value of the Display in Self Service field on the Category object>

To add the logo and signature to an email template

You can customize an email template by adding your company logo and signature to it.

  1. Navigate to Setup > Email > My Templates.
    If you have enabled the improved Setup user interface in your Salesforce organization, navigate to My Settings > Email > Email Templates. For more information about the improved Setup user interface, see the Salesforce Help.
  2. In the Email Template Name column, click the template to which you want to add the logo and email signature.
  3. Click the appropriate option for the type of template:
    • Visualforce template: Click Edit Template.
    • Custom or HTML template: Click Edit HTML version.
  4. Add the URL of the image by using the appropriate HTML tags.
    For example, if you are adding an image named companylogo.gif, you must add the following code:
    <a href="company URL"> <img border="0" src="companylogo.gif" width="250" height="42" alt="company name"></img></a><br/><br/>

    In this example, you would replace company URL, companylogo.gif, and company name with your company URL, path to the image file, and your company name.
    You can replace the image link with an externally hosted image link or the link that you received when you upload a document to Salesforce. For more information about how to upload a logo image as a document in Salesforce, see To upload an image as a document in Salesforce.

  5. Add the HTML content of the signature at the bottom of the email template content. For example:

    <div align="left">
    <table border="0" cellpadding="4" cellspacing="0" width="500" id="table3">
    <tr>
    <td width="250">
    <b>{!$*User.FirstName*} {!$*User.LastName*}</b>
    <br/>{!$*User.Title*}
    <br/>BMC Software
    <br/>phone: {!$*User.Phone*}
    <br/>fax: {!$*User.Fax*}
    </td>
    </tr>
    </table>
    </div>

    In this example, the User.FirstName, User.LastName, User.Title, User.Phone, User.Fax fields are related to the logged on user and are populated by Salesforce while sending the email message. 

    You can modify the alignment, size, position of the text, font, images as required.

To upload an image as a document in Salesforce

  1. Click the Documentstab.

    Note

    If the Documents tab is not visible, click the All Tabs tab (the plus icon) and click Documents.

  2. In the Recent Documents section, click New.
  3. In the 1. Enter details section, in the Document Name field, type a document name.
    The Document Unique Name field is populated with the value from the Document Name field, and the spaces in the Document Name field are replaced by underscores. If you want to use the file name, leave Document Name field blank. The file name appears automatically when you upload the file.
  4. To make this image available in HTML email templates without requiring a Salesforce.com user name and password, select the Externally Available Image check box.
  5. From the Folder list, select a folder.
  6. (Optional) In the Description field, type a description of the image.
  7. (Optional) In the Keywords field, type the keywords, that can be used as search criteria.
  8. To browse to the location where the image that you want to upload is located, in the 2. Select the File section, click Browse.
  9. Select the required image and click Open.
  10. Click Save.
  11. Right-click the image and click Copy Image URL or Copy Link Location depending on the type of browser.
    This URL is the unique image ID of the uploaded document. This URL is used to embed the image in the email template. For example, https://c.ap1.content.force.com/servlet/servlet.ImageServer?id=015900000019GMA&oid=00D90000000kimY&lastMod=1364543146000

Resolving an error with cloning a BMC Remedyforce email template

When cloning a BMC Remedyforce out-of-the-box email template, you might receive the following error message:

Error: Invalid Data.
Review all error messages below to correct your data.
Component c:srminputdisplay does not exist (Related field: Markup)

To resolve this issue, edit the BMC Remedyforce email template and replace "c:" in the following string with "BMCServiceDesk:"

Original string:

<c:SRMInputDisplay RequestNumber="{!relatedto.BMCServiceDesk__FKRequestDetail__c}" />

Modified string:

<BMCServiceDesk:SRMInputDisplay RequestNumber="{!relatedto.BMCServiceDesk__FKRequestDetail__c}" />

After saving the modifications, you can clone the BMC Remedyforce email template. For information about cloning an email template, see the Salesforce Help

The email listener searches for the Ref:# keyword in the subject or body of the email message and interprets the message by considering the following points:

  • If the keyword is same or different in the subject and body of the email message, the information provided in the subject of the email message is used.
  • If the keyword is present only in the subject or body of the email message, the information provided in the subject or body of the email message is used.

Note

Work with your Email Administration group to set up a rule to forward all emails that come to your outbound email address (for example, servicedesk@bmc.com). These emails must be forwarded to the email address (for example, servicedesk@w-16m7yz3cj78e5esxxntd47ttf.in.salesforce.com) of your email service.

For more information about configuring your Email server, see the documentation of your Email server.

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