Automated text messages (SMS) and email notifications can be sent to specific users along with the issue owner to keep them informed about the issue.
It enables the issue owner to keep track of any new issues assigned to them.
The issue notification can be customized to include details such as center details, guest name, issue description etc.

To configure email/text templates for issue notifications:

1. Ensure you are at the Organizational level, and on the main menu, click the
   Admin tab.
   The Admin Dashboard appears.

2. On Admin Dashboard, click Organization > Organizations.
    The Manage Organization window opens.

3. Click Email/Texts tab.

4. To edit the email and SMS templates, under the Employees section,
     click Edit next to Issue Create.

5. Configure the following settings in the Edit Organization window:

  • Issue Create - Email
    - To send automated emails, select Turn this automated email on check box.
    - To send an email copy (Cc), click Add to include recipients by Username,
       employee Role or Email.
        Note: For recipients added by Role, all employees mapped to the role
        selected at the guest's base center, will receive the email notification.  
    - Edit the Subject field and use the Available Macros if required.
    - Use the Available Macros to customize the content for Plain Text and HTML
       
    emails.
       Depending on the recipient's browser, the email will be delivered as
       plain text (no formatting and images) or HTML text (includes images, links
       and formatting).
       Note: Click the Full Screen icon in the editor to edit the text in full screen mode.
  • Issue  Create - Text Messages (SMS)
    - To send automated text messages, select the Turn this automated message
       on
    check box.
    - To Forward a message automatically, click Add to include recipients by  
       Username, employee Role or PhoneNo.
       Note: For recipients added by Role, all employees mapped to the role
       selected at the guest's base center, will receive the message.
    - Use the  Available Macros to customize text messages.
      Note: Messages with more than 160 alphanumeric characters will require
      two or more text (SMS) credits. Messages with one or more Unicode
      characters (international/multilingual text characters) will require
      one text credit for every 70 characters.

7. Click Save.
You have successfully configured email/text templates for issue notifications.

See Also

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