Case Manager Introduction<>

Creating email templates

What is an email template?

An email template is a template which is used to automatically generate an email in response to a user-generated or system-generated event. For example:

Dear Joanne,
Thank you for your payment!
We have received your payment of €25 for a replacement ID card.
Your new card will be ready for collection in 2 working days.
To collect your card, please go to the Student Information Centre Help Desk in the City Campus.
With regards,
The Help Desk Team

The template contains a mixture of standard phrases interspersed with tags. The standard phrases form the text that is the same for each communication, for example ‘Thank you for your payment’. The tags signify text that will be replaced, for example the fee associated with the service. The tags are used by the system to retrieve the appropriate text from the database.

In the previous example we can highlight the words that would be entered as tags in the template as follows:

Dear Joanne,
Thank you for your payment!
We have received your payment of €25 for a replacement ID card.
Your new card will be ready for collection in 2 working days.
To collect your card, please go to the Student Information Centre Help Desk in the City Campus.
With regards,
The Help Desk Team

Creating a email template

You create templates by using the online word-processor to type in the standard text and selecting tags from a list where appropriate. So our example would look like this if you were creating the template:

The tags begin and end with # characters. They are selected by clicking on a list that appears in the right-hand menu.

To set up an email template

1Choose Settings in the Submit Request menu.

2Click the Email Templates graphic.

A list of existing email templates opens.

3In the Tasks List, choose the Create Email Template button.

The email template editing screen opens.

4Give the template a template code and description. These will appear in template listings and will allow you to identify the template.

5Complete the From Address and Subject fields. These fields determine how the email will appear in the user’s inbox (see below). The Description field allows you to identify the template in the list of template variants. If it is the first template of a new type then ‘Default’ is a good choice here.

Note that the From Address defaults to the entry in the EMAIL_FROM_ADDRESS parameter. You can override this if you wish for a specific service.

5Create the template email by mixing standard phrases and tags. The available tags are listed to the right of the editing area.

To insert a tag, place your cursor at the point where the tag should appear in the editing area and click the appropriate tag on the right.

Note: the #COURSE# tag will result in the name of the Case Manager service being inserted into the email — not the student’s course. This is because

6When you have completed the email, click Create.

The email template is saved and will appear in the list of templates.

The template can now be associated with a workflow action.