Sending HTML Email Messages Manually

Send an HTML email message using the Notify option

To send an HTML email message using the Notify option, follow these steps:

Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
A phrase. You can specify that the search results contain a specific phrase.	`"cat food"` (quotation marks)	Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

Open a record.

Example: Click Service Desk > Search Interaction to search for an interaction record.

From the More menu option, click Notify.

To send this message to individuals, specify the names of the recipients in the To field. To send this message to a distribution group, specify the name of the distribution group in the Group field.

Specify the names of the recipients in the CC and BCC fields if necessary.

Leave the Type field as Email.

If multiple language versions of the associated HTML template are available, select a language in the Language field to indicate which language version of the template you want to use to send the email message.

The Subject field displays the default subject text that is generated based on the HTML template associated with your current record type. You can modify the subject as appropriate.

The message body area (the Content tab) displays the default message body that is generated based on the HTML template associated with your current record type. You can edit the message body as appropriate. You can click Source to toggle between the normal view and the source code view.

From the Attachment tab, click Add Files to add attachments to the email message.

Click Send to send the message.

HTML templates used by the Notify option

The Notify option selects an appropriate HTML template to generate the default subject and message body, depending on the type of the record from which you launch the Notify option.

The following table lists the HTML templates that the Notify option uses to generate email messages:

Module	Record type	Template
Service Desk	Interaction records (incidents)	SD.incident.notify
Incident Management	Incident records (probsummary)	IM.update.incident
Change Management	Change records (cm3r)	The templates named after the Default and Close views of the Change Phase record (on the Scripts/Views tab of each Change Phase record). Note If the out-of-box Default and Close views have the same name, only one HTML template is used. For example, for change records in the Change Review phase, the CM.change.review HTML template is used. If you have modified the out-of-box view settings of a Change Phase record, you need to create one or two (depending on whether the Default and Close views have the same name) HTML templates named after your customized names of the Default and Close views.
Change Management	Change task records (cm3t)	The templates named after the Default and Close views of the Task Phase record (on the Scripts/Views tab of each Task Phase record). Note If the out-of-box Default and Close views have the same name, only one HTML template is used. For example, for change task records in the Software phase, the CM.change.review HTML template is used. If you have modified the out-of-box view settings of a Task Phase record, you need to create one or two (depending on whether the Default and Close views have the same name) HTML templates named after your customized names of the Default and Close views.

Module

Record type

Template

Service Desk

Interaction records (incidents)

SD.incident.notify

Incident Management

Incident records (probsummary)

IM.update.incident

Change Management

Change records (cm3r)

The templates named after the Default and Close views of the Change Phase record (on the Scripts/Views tab of each Change Phase record).

Note If the out-of-box Default and Close views have the same name, only one HTML template is used. For example, for change records in the Change Review phase, the CM.change.review HTML template is used.

If you have modified the out-of-box view settings of a Change Phase record, you need to create one or two (depending on whether the Default and Close views have the same name) HTML templates named after your customized names of the Default and Close views.

Change Management

Change task records (cm3t)

The templates named after the Default and Close views of the Task Phase record (on the Scripts/Views tab of each Task Phase record).

Note If the out-of-box Default and Close views have the same name, only one HTML template is used. For example, for change task records in the Software phase, the CM.change.review HTML template is used.

If you have modified the out-of-box view settings of a Task Phase record, you need to create one or two (depending on whether the Default and Close views have the same name) HTML templates named after your customized names of the Default and Close views.