Overview

The E-Mail Templates Administration screen let you able to add, edit, delete and review your templates configurations.

The Approval Request tab let you able to setup the templates to apply for the e-mails notifying an approval request.

Open

The Approval Reply tab let you able to setup the templates to apply for the e-mails notifying an approval reply.

Open

The Service Management tab let you able to setup the templates to apply for the e-mails notifying a Service Desk Approval Request

In this section

Default Approval Request and Approval Reply Templates

When installing the app, if no customization is applied, the Approval Request and the Approval Reply emails follow the Default Templates.

Default Approval Request e-mail template

Default Approval Reply e-mail template

You are able to customize the Default Templates and furthermore, you can undo the customization by clicking Reset Default Template.

Add email template

You are able to create a new template by clicking the Add email template button.

The screen that appears allows you to setup the Project or the Conditional rule that are evaluated to use the template.

The template configurations are set by default but you are able to update them by editing the template.

Search Functionality

The search bar allows you to quickly find specific email templates by name. Enter keywords or a portion of the template name in the search bar for easy identification.

Operations

The E-mail Templates administration screen allows you to perform the following operations on an already existing E-Mail template:

• Edit template configuration, open the Email Template Configuration screen allowing to setup the information appearing on the email

• Copy template, create a new template from a copy of the selected one

Edit template configuration

You are able to update all settings applied on an existing template (including the Default E-mail Template).

Copy template

When copying an Email Template, a new template is created that has the same configuration of the copied template but not its Project or Conditional Rule association. 

Edit template main settings

The available operations on Approval Request and Reply  E-Mail templates include the capability to update the Project or the Conditional rule that are evaluated to use the Custom Approval Request and Reply E-Mail templates instead to the Default templates.

In the Request email template cases, the process for determining the email template to be sent involves the following hierarchy:

1. Approval mapping configuration

2. Project

3. Conditional Rule

4. Default template

Delete template

When deleting an Email Template the data on existing Mappings and existing issues are made consistent.

Custom E-Mail Templates

The Email Template Configuration screen allows you to setup the information appearing on the email.

This sections illustrate the available optional settings and how to setup them.

Optional settings common to all templates

Header

Subject

Issue Type

This setting allows you to enable displaying the issue type in the email body.

Assignee

This setting allows you to enable displaying the issue assignee in the email body.

Issue Creation Date

This setting allows you to enable displaying the issue creation date in the email body.

Project

This setting allows you to enable displaying the issue Project in the email body.

Priority

This setting allows you to enable displaying the issue Priority in the email body.

Reporter

This setting allows you to enable displaying the issue Reporter in the email body

Workflow Transition

This setting allows you to enable displaying the Workflow transition on approbation in the email body.

Approval buttons

You have the capability to enable Approval buttons showing on the email in order to allow the approver to reply by clicking them.

When you enable Approval Buttons you are able to manage the following options by clicking on the Cog Icon::

• Button Placement

• Comment screen popped up

• Button Links

Button Placement

You can choose if the Approval Buttons appear on the Bottom (Default) or on the Top of the email body.

Comment screen popped up

You can choose  if by clicking an approval button the action is processed immediately or the screen requiring the Approval Comment appears only if the Approval Comment is mandatory or in any case.

Button Links

You can choose where do you want that buttons links redirect the user.

Available options are:

• Approval page (Default), the user displays a built-in Approval form that allows to insert a comment and credentials (when enabled)

• Jira ticket, the user is redirected on the concerned Issue view screen in Jira

Custom Approve/Reject Instructions 

You are able to to customize the text used to provide the instruction to reply the approval request by email. By default, all email notifications are sent with the following text when the textbox is empty:

Please approve or abstain or reject by replying to this email by copying one of the texts below:

• @APPROVED<Transition name><Approval name>@

• @REJECTED<Transition name><Approval name>@

• @ABSTAINED<Transition name><Approval name>@

Optionally, add a text as per the example below:

@APPROVED<Transition name><Approval name> an approver comment@

Free Body Text

You are able to create a text obtained by the concatenation of texts and selected fields.

The available fields to customize the Free Body Text are the same fields in selected fields

The email will render the final text as Html. 

Notice that you must follow the rules below:

• any text insidetags  {} 

• any field inside tags [] 

• concatenate tests and fields using &&

Example

{User} && [Reporter] && {is requesting that user} && [customfield_10203] && {be added to the group } && [customfield_10020] && {, </br> To send an automatically formatted reply, click <a href="mailto:supporthap@herzum.com?subject=%23issueKey%3D$} && [Issue Key] && {$and$body=@APPROVED<} && [Workflow Transition] && {>@ } && {"> Here </a>}

will be rendered as follows

User John Smith is requesting that user Jack Brown be added to the AD GROUP. To send an automatically formatted reply, click Here.

Furthermore, you can choose  if the Free body text appears on the Bottom(Default) or on the Top of the email body.

Selected Fields

You are able to select Jira fields that you want to show on the e-mail.

The fields will display by following the same order they appear on the configuration screen.

Drag and drop a field to change the order it will appear into the email.

The option Show Empty Values, when unchecked (Default), causes that the email doesn't show empty fields label.

Footer

You are able to insert a text that will display on the email footer.

The email will render the Html tags.

Differences between optional settings available per template

Not all optional settings are available for all the template.

The following table provide an overview of the  optional settings available per template.

Usage of the custom Approval Request and Approval Reply E-Mail Templates

The Approval Request and Approval Reply E-Mail templates can be enabled

• On the Approval Mappings

• On Single Issue

• Per Project

If none of the previous settings have been configured, the app uses a Default Email template. 

When an Email template is enabled on an Approval Mappings or Single Issue, any other setting enabling other Templates is ignored (e.g Email Template per Project). 

When an Email Templates is enabled per Project, any other Email Template, that could be enabled because the associated conditional rule is true, is ignored.  

The Service Management Approval Request E-Mail template can be enabled per project.

You can enable only one template per Project.

The Service Management Approvals email notifications are not enabled by default, so, if you want that the app notify the Service Desk Approvals you have to enable a Service Desk Approvals E-Mail template per Project explicitly.