Communication Templates and Automatic Notifications
The Service Requests application provides predefined communication templates that you can use when sending a communication to other users. Communications that use predefined templates are automatically sent to the Reported By and Affected Person users shown on the service request record when certain conditions occur, such as a change in the status of the service request.
The following table lists the predefined communication templates provided for the Service Requests application. Each template is identified by a template name and title. The names and titles of the predefined communication templates are displayed in the list of available templates when you manually create a communication using a template.
If a template is used in an automatic communication, the Automatic Notification column describes the condition under which the notification is sent. The Escalation column lists the predefined escalation that triggers the notification. The predefined escalations are run once a day. Your administrator can make changes to the automatic notification behavior provided with the product by modifying or removing the associated escalations. For example, the ESCSRCLS10 escalation, which triggers a notification 10 days after a service request is resolved, can be re-configured to a different number of days.
The predefined templates that are used in automatic notifications include the primary e-mail addresses of the Reported By and Affected Person users in the To: field of the template. If you manually create a communication using one of these templates, you can change these addresses to specify a different recipient or recipients.
| Template name | Template title | Template description | Automatic notification | Escalation |
|---|---|---|---|---|
| CTSRRES | Service request is resolved | Notifies the recipients that the service request has been resolved. The e-mail message includes the reported date of the service request, classification, and description. | This communication is automatically sent to the Reported By and Affected Person users within one day after the service request status changes to RESOLVED. | ESCSRRES |
| CTSRCLS | Service request is closed | Notifies the recipients that the service request has been closed. The e-mail message includes the reported date of the service request, classification, and description. | This communication is automatically sent to the Reported By and Affected Person users within one day after the service request status changes to CLOSED. | ESCSRCLS |
| CTSRCLS10 | Service request is closed | This template is the same as the CTSRCLS template, but the conditions for automatic notification are different. | After a service request has been in RESOLVED
status for 10 or more days, the service request is automatically changed
to CLOSED status and this communication is sent to the Reported By
and Affected Person users within one day after the service request
is closed. The ESCSRCLS and ESCSRCLS10 escalations are coordinated so that only one notification is sent in case of a conflict. |
ESCSRCLS10 |
| CTSRASN | Service request is assigned | Notifies all members of an owner group that a new service request has been assigned to the group and encourages anyone in the group to take ownership. The e-mail message includes the service request name, description, internal priority, affected person, and reported date. | The logged-in user must create a communication to send this e-mail notification. It is not automatic. | none |
| PMSRSOL | A solution has been recommended for resolving the service request | Notifies the recipients of a recommended solution for resolving the service request. The e-mail message includes the service request name, summary, details, the symptom, the cause and the resolution. | The logged-in user must create a communication to send this e-mail notification. It is not automatic. | none |