Add commonly used elements in templates

This section describes how to add certain elements that you are likely to include in your email message.

Images

To post images in the message, you must store the images in a location that your email recipients can access and add image tags referencing the corresponding URLs.

Web URL

It is a common practice to include a Web URL in the email message pointing to the corresponding record so that the recipient can follow the link to view the record in a Service Manager web client. You can reference the web_url variable that is defined in the expressions of the out-of-box templates.

You can keep one of the following statements and comment out the other one, depending on whether the email message is sent to an ESS user or a regular Web-tier user.

For ESS users:

var web_url = lib.urlCreator.getURLFromQuery(file_name,record_query,record_title);

For regular Web-tier users:

var web_url = lib.urlCreator.getESSURLFromQuery(file_name,record_query,record_title);