There are various configuration to set defaults in your Send Email Task. This document will guide you to achieve your desired setup.
Make sure to enter valid SMTP Details to successfully send emails via the Send Email task. To know more about the SMTP Details section, see this documentation.
Default Settings
To view the settings page for Send Email Task, navigate to Admin Settings, expand Email Settings and select Send Email Task.
1. Reply To
This setting configures the 'From' email address that will appear on your sent emails.
You can select from the following:
- From Analyst
Analyst email will be used as the reply-to address. If Analyst email is null, then the Return email is set as the reply-to address.
- From Portal
The Return email set on this setting will be used as the reply-to address. If Return email is null, then the Support email ("[email protected]") is set as the reply-to address.
- From Analyst and CC Portal
Analyst email will be used as the reply-to address and will add CC to the Return email. If Analyst email is null, then the Return email is set as the reply-to address.
2. Add to Action Log As Default
If this option is checked, then the 'Add to Action Log' checkbox in the Send Email task window is also checked by default.
When 'Add to Action Log' is selected, it will save the message as an E-mail Sent log entry.
3. to Action Log
When you enable 'Force Add to Action Log', then emails sent via send email task will always be added to the action log.
The 'Add to Action Log' checkbox in the Send Email task window is checked by default but it is greyed out which means you won't be able to uncheck it.
4. Add To Action Log Entry Is Private By Default
If this option is checked, then the 'Mark As Private' checkbox in the Send Email task window is also checked by default.
The 'Mark As Private' option is only visible if the 'Add to Action Log' is enabled in the Send Email task window.
When 'Mark As Private' is selected, it will save the message as a private Analyst Comment instead of an E-mail Sent log entry.
5. Body Template
This template will serve as the default message content in the 'Message' field of the Send Email task window. Note: The template does not support variables.
5.1. Filtering Templates
You can filter the kinds of templates that appear in the Template dropdown box by adjusting the Setting Item "NotificationTemplatePrefix" and naming your email notifications appropriately.
For example, if you set the NotificationTemplatePrefix to 'Email' and name your Templates in SCSM to 'Email SendEmailTemplate' then this template will appear as an option in the Template dropdown
6. Footer Template
The footer template is automatically appended to the mail content when sending via Send Email task.
WorkItem Status Settings
Configure Change Status default option and behavior for each type in the following sections:
- Incident Status Settings
- Service Request Status Settings
- Change Request Status Settings
- Problem Status Settings
- Release Status Settings
On the said section, admins are able to set a default change status, determine whether to allow an analyst to change status and provide a change status root enumeration.
1. Default Change Status
This drop-down contains the list of all of status enumeration. This option will set the default value of the Change Status drop-down in Send Email form.
2. Allow Analyst To Change Status
If this option is checked, the Change Status drop-down on Send Email form enabled and an analyst can choose from the available workitem status enumeration.
If this option is unchecked, the Change Status drop-down on Send Email form is disabled and is set to the default status. If default status is not specified, the drop-down is left blank.
3.Change Status Root Enumeration
This drop-down contains the list of all of work item's status enumeration. This option will limit analyst's choices on Change Status drop-down on Send Email form to the selected enumeration and its children.
Usage
Once the configuration steps above are completed, you may now use the Send Email Task.
To use, click on the Send Email task in the console task section of a work item form.
In the Send Email Form window:
- The TO address will be automatically populated with the affected user's email address (if there is an associated affected user).
- You can add multiple email addresses to the To and CC box.
- Add a subject.
- You can optionally choose a template from the dropdown. If the template contains “substitution strings” (e.g. $Context/Property[…..$) the object property values will not be substituted automatically.
- The Message field will be automatically populated with the content in the Body Template setting.
- You can optionally choose to attach a file
- You can optionally add the message to the action log and mark it as private. These options are affected by the default settings (Add to Action Log, Force Add to Action Log and Add To Action Log Entry Is Private By Default).
- You can optionally change the status. See it's default configuration in the Status Enumeration section.
Once all those are filled up, click the OK button to send the email.