Configure a communication template for email in Major Incident Management

Configure a communication templates for email in Major Incident Management to help reduce the efforts and time spent in creating and composing communication emails.

Before you begin

The Major Incident Management plugin must be activated in Service Operations Workspace. For more information, see Activate Major Incident Management in Service Operations Workspace.

Role required: admin

Procedure

1. Navigate to All > Service Operations Workspace > Configurations.
2. On the Admin Center page, navigate to the configuration page for Major Incident Management through either the Overview tab or the Configurations tab.
   • In the Overview tab, select Configure for Major Incident Management.
   • In the Configurations tab, select Major Incident Management.
   The configuration page displays all configurable features in Major Incident Management.
3. In the Communication Template section, select Configure email to display a list of available communication email templates.
4. Select New.
5. On the form, fill in the details.

   Table 1. Configure Email form

   Field	Description
   Name	Name of the email template.
   Table	Table where the email template is applicable. Note: By default, the value is the Incident Communication Task [incident_alert_task] table.
   Application	Application scope of the email template. The email template is available for all applications or for scoped applications.
   Execution order	The sequence that the templates are applied. The template with lowest execution order is applied first. For example, a template with execution order = 100 is applied first then a template with execution order = 200.
   Condition	Condition builder that sets the conditions that must be met to apply the email template when composing email communications.
   Content
   Subject	Subject line of the email.
   Content Type	Content type of the email. Possible values: HTML: Enables you to add links, multimedia, and other HTML content to the email. Plain Text: Enables you to add only text and other text-related features, such as bold and italics.
   Body	Content for the body of the email. Note: Based on the option chosen in the Content Type field, the Body field enables you to add text or HTML-related content.
   Select Variables	Add field variables to the Body.
   Recipients
   To	Users or recipient list to be added in the To section of the email.
   Cc	Users or recipient list to be added in the Cc section of the email.
   Bcc	Users or recipient list to be added in the Bcc section of the email.
   Sender configuration
   From Generation Type	Generation type of the email sent. This value provides information about the email sender displayed on the From section of the email. Possible values: SMTP Email Account: Email is generated and sent using the SMTP email account of the sender.The From section of the email sent displays the SMTP email account of the sender. Select from List: The From section of the email sent displays the list of email addresses specified in the Email Client from Address field. Script: Email is generated and sent using the script specified in the Script For From field. The From section of the email sent displays the sender name based on the script. Text: The From section of the email displays the value specified in the From field. None: The From section of the email sent displays no value.
   Email Client from Address	Email address that is displayed on the From section of the email. You can add multiple email addresses. Note: This field is visible only if From Generation Type is set to Select from List.
   Script For From	Script that is responsible for creating and sending the email. Note: This field is visible only if From Generation Type is set to Select from List.
   From	Name or user that is displayed on the From section of the email. Note: This field is visible only if From Generation Type is set to Select from List.

6. Select Submit.