Access this dialogue to configure E-Mail templates for various circumstances. You can also access it from the Mail menu. If you are not a Supervisor you can alter your personal settings and see the set-up for E-Mail templates but cannot alter the detail.
The lower half of the dialogue lists under the various tabs, the situations where an e-mail can be sent. Double-click on an entry to alter it. The E-Mail Message Templates are simply Notepad files that can be changed as required.
To activate the E-Mail Configuration dialogue:
From the Setup menu, click on E-Mail Setup & Templates=
E-Mail Configuration Dialogue
E-Mail Enabled Tick if the login is allowed to send and receive e-mail messages.
Receive/Send File Attachments
Tick if the login is allowed to send and receive file attachments with the e-mail.
Self
Acknowledgement
Leave ticked if the login wants to receive e-mails that have been generated to him. (For example, when a new call is created and the login is the owner.)
used.
MAPI Settings: These settings apply if Microsoft Exchange or any other MAPI-
compliant mail system is used as the email application. Outlook Profile
Name
Microsoft profile name for your Outlook Exchange account.
Password Password for the profile name.
POP3 Settings: Input is required here if email messages are received from a
POP3 server. Account Name
Password
Enter the name and password that identify your email account.
POP3/SMTP Server Depending on the protocol that is used by your email application,
enter the name and location of the server. Enable MAPI on
Windows Clients
If this box is ticked, mail from all the Windows clients must use the MAPI settings rather than SMTP/POP3 settings for sending and receiving emails. Since this setting applies at system level, it only has effect after closing and restarting SupportDesk.
Emails with html format are only possible if this box is unticked.
Signature Enter text to be appended to each email message. This may
provide telephone numbers and other contact details. Allow External
Emails
If unticked, the login can only send and receive e-mails within the company. Otherwise, no restrictions are placed on the source or destination of messages.
E-Mail Managers For each login, you can indicate who the person’s manager is.
Tick the box if, when an email is sent to the login, a copy is also to be sent to the login’s manager.
Match on
Customer’s Email Domain
Tick the box if received emails that have no matching contact are to be assigned to a customer with a matching domain name. This ensures that emails from multiple or undefined contacts are not left as unassigned.
Tabs The various tabs list the situations where an e-mail may be sent,
showing the current settings. Double click on an entry to show the
E-Mail Template.
E-Mail Template
The E-Mail Template dialogue is presented when you double click a specific E-Mail
situation listed in the tabs of the E-Mail Configuration dialogue. You can set the template to be used for the selected situation, identified at the top of the screen. Use the pulldown list to select the template identifier to be used in this circumstance.
You can make any alterations to the layout of the selected template. The changes made will be saved with the template and will come into effect whenever this template is used. You can also set instructions, such as ‘pause before sending’ to be used in this instance.
The E-Mail Message Templates are simple text files. Individual entries may have particular significance:
text prefixed with an exclamation mark is a note and is not used in the e-mail message fields held within angled brackets are variable fields and can be removed or altered to
another variable field. These variable fields take their names from the data dictionary so that, for example, <Call:Subject> will include the subject in the message. There are some exceptions:
<Note:Details> — includes the text for the selected call note
<Call:NotesText> — includes the textual part of all the notes
<Call:Notes> — includes all the detail for all the call notes.
fields that are prefixed by the word ‘Prompt’ indicate that the prompt specified in the data dictionary for this field will be substituted in the form (See Data Dictionary earlier in this chapter.)
other text is hard coded and can be changed as desired.
E-Mail Template Dialogue
Template Number Select from the list the template number you wish to use. If you wish to disable e-mails being sent for this particular situation, select the <Disabled> entry. To create a template, select <New> and enter the Subject and text as required; a number will be generated for the new template.
Pause before sending
Tick to pause the mail before sending.
that are sent from the WebServer.
Receipt (MAPI) Tick if you require a receipt that the recipient has opened the mail. Add E-Mail as
Activity/Note
Indicate if an activity or note is to be created and added to the parent record when an email is generated.
Send Notice Tick if you also wish to send a SupportDesk notice to the recipient.
This check box only applies to e-mails to SupportDesk logins.
(SMTP) From For SMTP mail, enter the address of the mail sender.
Cc Enter the e-mail address of the person you want the mail copied
to.
Bcc A ‘blind’ copy of the e-mail will be sent to this e-mail address.
Subject Enter the subject or title of your e-mail.
Message The body of the e-mail message is displayed here and can be
altered to suit. Variable fields are held within angled brackets as entered in the Data Dictionary. Static text can simply be changed as desired.
HTML Tick the box if html format rather than plain text is to be used for
the emails from this template. This is only possible if SupportDesk is configured to use SMTP email rather than MAPI (the ‘Enable MAPI on Windows Clients’ box must be unticked when configuring emails). If so, an additional row of buttons is available so that you can apply attributes to selected text.
Click Delete to clear e-mails that have been defined after selecting the <New> entry from the Template Number list. The Test E-Mail button tests the results of the e-mail template. No e-mail is actually sent; the results are brought to the screen.