Use a 'Email Client Template' when using a 'Quick/canned message'

Jason Nicholas
Tera Expert

I have created a Quick Message template that can be selected from the 'email' option on a ticket. 

 

I want to also use an 'Email Client Template' to set the 'To' & 'CC' fields but only when the specific Quick Message template is selected.

 

I have tried to configure the 'Email Client Template'

Table: Email Client Canned Messages

Conditions: Title is XXXXXX 

 

But when I select the relevant quick/canned message from the ticket it does not pick up the email client template.  

Does anyone have any suggestions on what else I need to do to make this trigger.

6 REPLIES 6

Michael George
Tera Guru

I'm not sure I understand your setup. Can you provide some screenshots?

Jason Nicholas
Tera Expert

JasonNicholas_0-1702480571069.png

 

Michael George
Tera Guru

The email client template should reference the table from which your users are sending emails. In this screenshot, it would seem that users are going to a record in "Email Client Canned Messages" and then clicking the send email action. Is that correct? Typically, the table would be something derived from the task table like incident or "time off requests" or something like that.

 

The way it works is that when the send email action is clicked on a record, the system will check for a matching client template that matches the record table and conditions. Because a quick message is applied by the user after all of the template calculations have been made, you wouldn't be able to do as your original request asked. If there was a way to use mail scripts within quick messages that would be a viable solution, but I'm pretty sure that mail script calls in quick messages are ignored.

 

The last option I can think of right now would be to have the quick message apply a watermark-type code to the message. Then you could have a business rule running on sys_email that finds inserted emails with type of "send-ready" and containing your watermark code. If it matches a record, it could alter the To and CC fields as desired.

Michael

 

I appreciate what you are saying and do have this set up for some Requests with specific short descriptions. The only issue here is that once you have set it up this way based on something in the request, it will always use that client template and not allow the option of setting other or even a blank template.

What I am trying to achieve is to add the email addresses in the client template and add the message body in the quick/canned message so that the client template is only selected when the related quick message is selected and not every time I try to send an email from the Requests.

That way I can continue to send other emails from the Request to the 'caller' and not to the addresses listed in the client template.

 

Hope that makes sense.

 

Jason