Creating email and acknowledgement templates

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 Settings .
3. Select Email and perform any of the following steps:
   • 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.
   • 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.

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
   Line of Business	The line of business that you selected to create the template is displayed. You cannot edit this field.
   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.
   Module Name	The default value of this field is Cases and you cannot change it.
   Label	Select a label for the email or acknowledgement template. You can filter the templates based on a specific label.
   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.
   Description	Describe the template that you are creating.
   Attachments (Only in email templates)	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. If the file is of the type .jpeg, .pdf, .png, .txt, or .json, you can preview the file in the preview pane. 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.

Where to go from here

Controlling-user-access-to-email-templates