Creating a result template for reply email

If you do not specify a result template for the reply email, the Email Engine uses a default formatting for the returned data. To make this information easier to read, you can format this data by creating a result template with field variables. To allow users to see the formatted results of their email action, you can easily create a result template in a text editor. The following result template is a simple example that formats the returned text with field variables:

XYZ Corporation
#$$Submitter$$# has successfully created a #$$Status$$# ticket.
Ticket Number: #$$Request ID$$
#$$Assigned To$$# has been assigned to your request.
Problem Description: #$$Short Description$$#

Related topics

Sending-professional-looking-reply-emails

Using an HTML result template (as shown in the following figure) gives you greater control over the appearance of the returned data and makes the return email look much more professional. For more information about data formats and labels, field variables, and result templates, see Creating-and-using-email-templates.

To use HTML result templates with outgoing email

  1. Make sure the Email Engine is properly configured to send reply results.
    For more information, see Allowing-and-securing-replies-with-results-in-outgoing-emails.
  2. Create a result template for your reply email.
    The following figure is an HTML result template designed for this exercise. The fields that are referenced in the result correspond to fields used in the HD Incident form. The variables for field values must use the field name, its database name, as the variable name, not the field ID.
    result-template.gif
  3. Create an entry in the AR System Email Templates form for your result template.
    For more information, see Adding-and-modifying-attachments-in-HTML-templates.
  4. Export an email template from the HD Incident form.
    For more information, see Creating-and-exporting-mail-templates.
  5. Create a new email in your email client and address the email to the Email Engine inbox account.
  6. Copy and paste the contents of the exported email template into the new email, and then fill out the required information for the template.

  7. Add the result template parameter to the email, and then make sure you filled in all the required fields.
    Your email should look like the following example:

    #
    # File exported Tue Sep 28 17:01:33 2004
    #
    Schema: HD Incident
    Server: POLYCARP.eng.bmc.com
    Login: Demo
    Password:
    Action: Submit
    Result: Results Template Default
    # Values: Submit, Query
    Format: Short
    # Values: Short, Full

           Last Name+ !536870916!: Stamps
           First Name !536870917!: Ivan
           Location !536870918!: Sunnyvale
           Email Address !536870920!: stamps3@eng.bmc.com
           Phone !536870919!: 408-555-1212
           Category !536870913!:
           Networking Type !536870914!:
           VPN Item !536870915!: Cisco
           Problem Summary ! 8!: Need to install VPN Client.
           Status ! 7!: New
           # Values: New, Assigned, WIP, Resolved, Closed
           Submitter ! 2!: $USER$
           Impact !536870927!: Low
           # Values: Low, Medium, High, Urgent
  8. Send the email to the incoming mailbox.
    If you properly configured the Email Engine and included all the required fields and the result template in your email, you should receive a reply email as shown in the following figure that includes the results of your submission.
    e-reply-w-templ.gif
    For more information, see Email reply using result templates in HTML format.

 

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