The Email Templates configuration enables users with the Server Administration permission to create and manage sets of email templates that the i-net HelpDesk server should use when sending Auto-Mails to users. Both predefined and custom templates can be selected for sending in the email account dialog of the incoming server configuration or via JavaScript Trigger.

The configuration allows to create multiple sets of templates and individually translate these sets into multiple languages. Whenever a template is not included in a set or language, the default template is used. Maintaining multiple sets has the advantage of, e.g. changing to a set quickly without modifying the default template set. Sets can be selected manually or while running JavaScript Triggers. The Template language is also selected in the JavaScript Trigger.

The interface offers two configuration sections:

• Email Send Options
• Email Template Definition

The options sections allows to set up:

• Template Set: the set that is going to be used by default
• Template Format: the format used to send emails
• Sorting of Editing Steps: the order in which the editing steps will be inserted into the given templates using the placeholder {subtemplate}. The email then contains the entire history of the ticket in the given order. See here.
• Send auto-mails also for own ticket actions to the supporter: this option by default will also send auto-emails to supporters for their own ticket actions. This may be undesired if notification-emails are important only about other user's changes. You should deactivate the checkbox in that case.
  • Example: A user with access to resources and the dispatcher role creates an Own new Ticket, assigning it to a resource that contains its own email address in the "Email" field. In this case, neither an auto-email is sent to the user nor to the email address of the resource during "Authorization of an inquiry". Any other email recipients in the resource, on the other hand, will receive an auto-email with the information that there is a new ticket in the resource.
  • Example: A user with write access to resources manually forwards a ticket, e.g. from a "pool resource" to their "named resource". In the email field of the "named resource" are the addresses of this user and a colleague. If the checkbox "An existing ticket is forwarded" is active in the auto-email settings, then the user will not receive an auto-email, but their colleague will.

Note: changes made to the options have to be applied using the Save Settings button at the end of the section.

The section for Email Template Definition allows to:

• Select the Template Set that should be modified, preselected with the currently active set
• Select the Template Language that should be modified
• A list of templates and their fall-back definition

The list of templates contains a top-down list of customized and predefined templates. Individual templates are presented in a muted or unmuted state. A muted state means that the template from the Default set is being used. A template line consist of the name and optional key of the template, whether an HTML and PLAIN TEXT content was defined and a menu to perform a ticket action on the template.

Note: The key of a template line, the muted text in brackets, corresponds to the short names in the type description for Auto-Emails.

New templates in a set can be created using the Copy Default Template ... entry from the menu of a template entry. This ticket action will copy the original template over into this set and open the edit dialog.

Additional custom templates can be created via the Add Template button at the bottom right. They can be selected for sending, e.g. in the email account dialog of the incoming server configuration or via JavaScript Trigger.