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Version: 1.24.2

Notification Templates

Notification templates are a very useful and flexible tool for modeling the appearance of notifications for different tasks and cases.

caution

When upgrading to version 1.24, the Language and Main template fields are automatically completed in the notification template records that exist in the system or are uploaded using SOP files created in earlier versions:

  • the value of the Language field is Russian.
  • the Main template field contains a reference to the current template record.

Create a template​

To create a notification template, complete the steps below:

  1. Navigate to System Notification → Notification Templates.
  2. Click New and fill in the fields.
  3. Click Save or Save and exit to apply the changes.

Notification Template form fields

FieldMandatoryDescription
NameYSpecify a notification template name.
Main templateNSpecify the main template. The current template will be a child template of the selected template.

You can localize notification templates. To do so, create a main template, then create child templates with translations for it and use the main template in the notification rule. The users will receive a notification with the translation to their preferred language if the corresponding template is added.

Read more about the localization of notifications in Localization and Multi-Language Support.
TableYSpecify a table to which the template is applicable. If you filled in the Main template field, this field is filled in automatically and you cannot change its value.
LanguageNSpecify the language of the notification template. The language of the template defines the recipients: the notification will be sent to the users that selected this language as the Notification language in the Preferences of the agent interface or in the user menu of the Self-Service Portal.
SubjectYSpecify the notification template subject. Notification variables and placeholders are supported.
Message TextNSpecify the notification template in plain text format. Notification variables and placeholders are supported.
Message HTMLNSpecify the notification template in rich-text format. This field supports HTML tags, placeholders, and notification variables.
You can also use the ${URI} and ${URI_REF} notification variables. Their usage is described below.

The following related lists are located under the form:

  • Notification Rules – the list of the notification rules for which the current template is selected as the Notification template on the What will Contain tab.
  • Template Translations – the list of child templates that contain localizations of the current template.
  • VCS Records – the list of change records for the current template.

Notification variables​

Specify a notification variable using the following syntax:

${variable-name.variable-parameters}

Notification variables

VariableDescriptionExample
${current}This variable refers to the current record in the specified table.${current.caller} – for example, if this variable is used in a notification rule in the Other recipients field of the Who Will Receive section, the notification is sent to the caller (the originator of the issue).
${event}This variable refers to the specified event context if some event triggers the notification.
You can get the values of the fields within the Event (sys_event) table related to this event.		${event.param_1}
${script}This variable runs the specified notification script.
The name of the called script should not contain spaces.		${script:add_an_attachment}
${template}This variable is used to link the Notification Template (sys_notification_template) and the Notification Rule (sys_notification_rule) tables. When using it, you can transfer the template field value to the relevant notification rule fields.${template.template_name} – for example, if this variable is used in the Subject field of the notification rule, the subject line stored in the template is applied to a relevant field.