SupportCalls menu > Settings > Templates Manager

SupportCalls uses various templates (emails as well as SMSs) for sending out notifications and reminders to callers and technicians - both manual and automatic. Email notifications take HTML format whereas SMS notifications use plain text. There are a whole lot of notification options for different events such as when a case is created, changed or resolved, or when a technician is assigned to the case, or when the due date has lapsed etc. Automated emails are sent out directly when a relevant event occurs and the whole exercise is transparent to the technicians. Same is the case of automated SMS messaging.

	A list of all templates used for print, email or mobile SMS. The followings are the available templates:   Template   Purpose New case - HTML template used in logging new support request case (applicable on both manual and automatically created cases) Print - HTML template used when printing the support case item in Outlook Email caller from case form - HTML template used when contacting the caller of a case Email technicians from case form - HTML template used when contacting the technician responsible for a case Email caller on case allotment - HTML template used in the automated email to the caller to notify about the successful logging of the support request Email caller on case closure - HTML template used in the automated email to the caller to notify about the successful resolution to the allotted case Email technicians on case assignment - HTML template used in the automated email to the technicians to notify when a case is assigned Email technicians on case reopening - HTML template used in the automated email to the concerned technicians when a resolved case has been re-opened Email technicians on due-date lapse - HTML template used in the automated email to the concerned technicians when the due date of a case is about to be overdue Email caller on technician assignment - HTML template used in the automated email to the caller when a new technicians are assigned or existing ones changed Email technicians on caller reply - HTML template used in the automated email to concerned technicians to inform about new replies from the caller Email supervisors on SLA breach - HTML template used in the automated email to helpdesk supervisors to inform about SLA breach occurrence Email Technicians on KB publication   HTML template used in the automated email to all helpdesk staffs to inform about new KB publication SMS caller from case form - Plain text template used when contacting the caller of a case SMS technicians from case form - Plain text template used when contacting the technician responsible for a case SMS caller on case allotment - Plain text template used in the automated SMS to the caller to notify about the successful logging of the support request SMS caller on case closure - Plain text template used in the automated SMS to the caller to notify about the successful resolution to the allotted case SMS technicians on case assignment - Plain text template used in the automated SMS to the technicians to notify when a case is assigned SMS technicians on case reopening - Plain text template used in the automated SMS to the concerned technicians when a resolved case has been re-opened SMS technicians on due-date lapse   Plain text template used in the automated SMS to the concerned technicians when the due date of a case is about to be overdue SMS caller on technician assignment   Plain text template used in the automated SMS to the caller when a new technicians are assigned or existing ones changed SMS technicians on caller reply - Plain text template used in the automated SMS to concerned technicians to inform about new replies from the caller SMS supervisors on SLA breach - Plain text template used in the automated SMS to helpdesk supervisors to inform about SLA breach occurrence SMS supervisors on SLA breach   Plain text template used in the automated SMS to all helpdesk staffs to inform about new KB publication
	A list of all placeholder variables available for inserting into a particular template.  In runtime (that is, when the actual email or SMS is generated from the template), the enclosed variables will be substituted by their corresponding values. The followings list all the supported variables:   Variable   Purpose SDO_CASEDESCRIPTION - Description of the support request case SCO_EMAILBODY   Body of the caller email SCO_CASENUMBER - Case Number of the generated support case SCO_SUBJECT - Subject of the email or the support case SCO_CASEAUTHOR - The help desk staff that created/logged the support request SCO_DATERECEIVED - Date and time the email was received SCO_DATECREATED - Date and time the support case was created/logged SCO_PROBLEMCATEGORY - Problem category to which the case belongs to SCO_PROBLEMTYPE - Problem type to which the case is related with SCO_STATUS - Status of the case with regards to the problem SCO_EMAIL_HISTORY_LISTING - Email history listing on the current case SCO_TIMESPENT_DESCRIPTION - Description on each time that a technician spent in working on the case SCO_TOTAL_TIMESPENT - Total time spent (in minutes) on the case SCO_LOGS - Log listings related to the case SCO_NOTES - Nodes added on the case by technicians and managers SCO_CALLERNAME - Name of the caller who had requested for help SCO_CALLEREMAIL - Email address of the caller SCO_CALLERPHONE - Telephone number of the caller SCO_CALLERMOBILE - Mobile number of the caller SCO_CALLERDEPARTMENT - Department to which the caller belongs SCO_CALLERADDRESS - Full address of the caller SCO_TECHNICIANS - Technicians assigned to the case SCO_DUEDATE - Due date assigned to the case within which the case has to be resolved SCO_PRIORITY - Priority of the case SCO_ASSETNAME - Asset name related to the case SCO_ASSETCOMMENTS - Comments on that particular asset SCO_NOW - Current date and time SCO_CUSTOMFIELD1 - Custom Field 1 SCO_CUSTOMFIELD2 - Custom Field 2 SCO_CUSTOMFIELD3 - Custom Field 3 SCO_CUSTOMFIELD4 - Custom Field 4 SCO_REPLIEDEMAILBODY - Description body of the caller replied email SCO_REPLIEDEMAILSUBJECT - Subject of the caller replied email SCO_WEBACCESS_LOGIN - Caller login details for web access SCO_WEBACCESS_URL - The web URL of the Caller Web Access (CWA) site SCO_KBBODY - Description body of the newly published KB article SCO_KBSUBJECT - Subject of the newly published KB article SCO_KBPROBLEMCATEGORY - Problem Category of the newly published KB article SCO_KBPROBLEMTYPE - Problem Type of the newly published KB article SCO_KBLINK - Outlook link of the newly published KB article clicking which will open the KB article SCO_KBCREATEDDATE - Creation date of the newly published KB article Note: Some of the variables might not be available for embedding on certain templates when not applicable. A SMS notification message is limited to 160 characters
	Subject of the active template. It is also customizable and can take placeholder variables.
	A WYSIWYG HTML editor with which you can customize the contents, apply HTML formattings as well as insert the placeholder variables. The look and feel as well as the buttons and functionalities are similar to Microsoft FrontPage authoring tool.
	The actual template in its raw state.