5 Replies Latest reply on Dec 11, 2014 12:31 PM by AmyS

    Images on outbound emails from Service Desk

    Apprentice

      Hi All

       

      We have a corporate image/format for emails and found like to bring the outbound emails from the Service Desk to match this layout.

       

      Could you possibly advise how we could do this?

       

      I wondered if I had a non-html field for reminder details and write some HTML referencing images, would this work?

       

      Many Thanks

       

      Ian

        • 1. Re: Images on outbound emails from Service Desk
          Expert

          We use HTML e-mail and it's a piece of cake to add an image using standard HTML.  A word of warning though, use <html> and <body> tags in lower case to open and close e-mail.  We use GroupWise and pagers here.  GroupWise and possibly other e-mail systems don't like upper case HTML codes when e-mail is forwarded.  The pagers ignored the pages unless I added the tags.  Just to be safe, every e-mail I have begins and ends with the HTML tags.

           

          We like HTML because I can use CSS with e-mail to users when an incident is opened and resolved.  I use logo's, color, and boxes to separate parts of the incident information making it very easy for a user to understand the information.

           

          Non HTML e-mail probably can't do images as it's just ASCII text leaving no way to add the image.

          • 2. Re: Images on outbound emails from Service Desk
            Apprentice

            Thanks for the response.

             

            Could I just check your config? I've had a quick attempt and failure.

             

            - We have the 'Send mail as HTML' in the mail outbound settings.

            - We have the Reminder body field 'String SubDataType' set tp Html

             

            When I entered HTML text into a reminder body and sent it, the output email was just a direct copy showing all the html code rather than the required output.

             

            Could I possibly ask for further support/information?

             

            Many Thanks in advance.

             

            Ian

            • 3. Re: Images on outbound emails from Service Desk
              Expert

              Did you restart your Background Process and Outgoing e-mail services?  Did you do an IISRESET?

               

              I had a nice web programmer assist but I think it's a nice example of an e-mail that is sent to a user when an incident is created.

               

              <html>
              <head>
              <style>
              p {
               margin-top:0;
               margin-bottom:10px;
               margin-left: 1em;
              }
              h3 {
               margin-top:0;
               margin-bottom:6px;
               margin-left: 1em;
              }
              #content {
               width: 90%;
              }
              #logo {
               width:215px;
               height:73px;
               background: URL(http://www.Yourdomain.com/Images/logo.gif);
               background-repeat: norepeat;
              }
              #incident {
               width:100%;
               border-top: none;
               border-right: 2px solid #ccc;
               border-left: none;
               border-bottom:2px solid #ccc;
               background-color:#f7f7e4;
               margin-bottom: .5em;
              }
              #problem {
               width:100%;
               border-top: none;
               border-right: 2px solid #ccc;
               border-left: none;
               border-bottom:2px solid #ccc;
               background-color: #f7e4e7;
               margin-bottom: .5em;
              }
              #E-mailpoint {
               width:100%;
               border-top: none;
               border-right: none;
               border-left: none;
               border-bottom: none;
               background-color: #ffffff;
                      color: #eeeeee;
               margin-bottom: .5em;
              }</style>
              </head>
              <body>
                <div id="content">
                <div id="logo"> </div>
                <h2>technical Support Incident Created:</h2>
                <p>Thank you for contacting the ########## Support Helpdesk.  You can check the status, update your incident, and request the status of your incident via the Self Service portal at: <a href="https://Server.YourDomain.com/WebAccess/ss">https://Server.YourDomain.com/WebAccess/ss</a>.</p>
                <div id="incident">
                  <h3>Incident #: {Id}</h3>
                  <p>Created by: {CreationUser/Name}</p>
                  <p>User: {RaiseUser/Name}</p>
                </div>
                <div id="problem">
                  <h3>Problem:</h3>    <p>{Description}</p>
                </div>
                <p>NOTE: This e-mail is an automated notification, which is unable to receive replies. Please do not respond to this email.</p></div>
              <div id="E-mailpoint">
              <h6>2011.1.1</h6>
              </div>
              </body>

               

              incident e-mail.jpg

              I number all my e-mail so I know where it came from in the process.  This is not necessary:  (year created . form . e-mail #)

              <div id="E-mailpoint">
              <h6>2010.1.8</h6>

              • 4. Re: Images on outbound emails from Service Desk
                Expert

                Hi Ian,

                     If your sub-data type is set to HTML then you don't need to code, the field will actually display in HTML and allow you to do rich text formatting (if the toolbar is enabled on your window in Window Manager).

                 

                For adding images, I found it much, much easier to leave the field's sub-data type as None and manually code in the HTML into a plain text field, then when it sends it will format the HTML and be read as such by mail clients.

                 

                Also, if you're including placeholders that pull information from another HTML-enabled field (Notes Description is usually HTML enabled) then you should add in

                 

                <pre> Placeholder </pre>
                

                 

                tags like the above around these placeholders, this tells the interpreter that everything between those tags has already been HTML formatted, and this will prevent some issues HTML emails can have when they pull through pre-formatted text from another HTML field.

                 

                Cheers,

                Hadyn.

                • 5. Re: Images on outbound emails from Service Desk
                  AmyS Apprentice

                  We need to do something similar in our organization however we need to configure both the outbound emails to be HTML formatted as well as the reminders/notifications viewable in Self Service / Web Desk.

                   

                  Has anyone been able to get the communications to render in both the web interface as well as email?