Modifying E-mail Templates

Wouldn’t it be nice if the e-mail that is sent to linemen when they are called for a callout included the callout’s ticket number? If your company uses e-mails with callouts along with trouble locations, an email template can be modified to include the trouble location along with other details about the callout, including: callout type, callout reason, ticket number, custom message text, sub-callout custom message text, callout ID, callout description, and location the callout was created in.

Solution

To modify an e-mail template:

1. Click the E-mail/Alerts button on the Sys Admin tab. The E-mail Template/Alerts Admin page displays.
2. Click the E-mail Template Admin button. The E-mail Template Admin page displays.
3. Click the edit link on the E-mail Template Admin page.
4. Scroll down to the Body field.
5. Make the desired changes to the variables and information that is included in the e-mail template.
   Note: Click the Online Documentation link at the bottom of the page to view a list of variables available for use in e-mail templates. The far right hand column on this page discusses if the variable is available for callout use or alert use.
6. Click the Save button to return to the E-mail Template Admin page.

Note: If you wish to make a change to the templates that come with ARCOS, click the copy link next to the template to make a copy of it. From here you make any necessary modifications to the copied version and assign the new template to the proper e-mail type.

Did you know...

If a variable in the template does not always have a value (e.g. “ticket number”) you can set the entire line
in the template to a conditional state so ARCOS only sends the line if a ticket number is actually associated with the callout. The ticket number may appear in the template as Ticket Number: $ticket$

However, if a ticket number is not included in the callout in this format ARCOS will only send “Ticket Number:”, without a ticket number, in the e-mail which may cause confusion. You can add the variable to the beginning of the line surrounded by question marks to make the line only display if there is a value for the variable. From the ticket number example above, the line in the template would display as ?ticket? Ticket Number: $ticket$

Online Documentation Reference

Editing an Existing E-mail Template