Configuring email templates

Email templates help reduce repetitive tasks and ensure consistent responses. Email templates are available only for incidents in the Progressive Views interface of BMC Helix ITSM in the locales that are supported by Progressive Views. As an administrator, you can define access for email templates based on company, support group, and users.

Before you begin

You must have the Incident Config permission to create email templates.

To create an email template

1. In BMC Helix ITSM, click Settings .
2. Select Incident Management > Email Template.
3. On the Email Templates page, click + Email Template.
4. Specify the template name.
5. Select the Company for which you want to create the template.
6. Select the status as Active.
7. Add a Description for the template.
8. Define the Subject for the email.
9. Specify the body of the email.
10. Click Save.

To edit an email template and modify the template access

1. In BMC Helix ITSM, click Settings .
2. Select Incident Management > Email Template.
3. On the Email Templates page, click the template name.
4. In the View Email Template pane, to edit the description or status, click Edit.
5. Change the Description or Status, and click Save.
6. To modify the email body, complete the following steps:
   1. Select Body, and click Edit.
   2. Modify the email body, and click Save.
7. To modify the email subject, complete the following steps:
   1. Select Subject, and click Edit.
   2. Modify the subject message, and click Save.
8. To add localization for the email template, click + Localized Message, and complete the following steps:
   1. Select the Locale.
   2. Add the Subject and Body.
   3. Click Save.
9. To define the access for the email template, in the Template Access section, click Edit.
   1. Expand Add Group Access, select the Support Group, and click Add.
   2. Expand Add Agents Access, and type the name of the agent.
   3. Select the agent, and click Add.
10. Click Close.

To delete an email template

1. In BMC Helix ITSM, click Settings .
2. Select Incident Management > Email Template.
3. On the Email Templates page, select the template.
4. Click Delete, and confirm the deletion.

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