2 Replies Latest reply on Mar 25, 2010 1:18 AM by dmshimself

    Formatting Assignment Notifications

    Apprentice

      Hi All

       

      Does anyone know how to format Assignment Notifications?

       

      Currently they are a little bland. I don't particularly want to put the code in the assigmnet window, as this could get a bit messy, just wondering how it complies the info from the assigment window to an email message.

       

      Thanks in Advance

       

      Tony

        • 1. Re: Formatting Assignment Notifications
          Expert

          The only way I know is code in the assignment window!

           

          We use a separate re-assign action in the process to acheive this, and have removed the default action from the relevant status collection.

           

          The re-assign action triggers a reminder, set up with some relevant placeholders wrapped up in html:

           

          <TABLE WIDTH="619" CELLPADDING="2" CELLSPACING="2"  ALIGN="center" style="border:4px #F0F8FF solid;">

             <TR><TD bgcolor = "aliceblue">    <B><FONT FACE="Arial,Helvetica,Monaco"><FONT SIZE="3">Service desk call {Id} has now been assigned to you/your team.</FONT></B>

               </TD></TR> <TR><TD WIDTH="520" VALIGN=TOP> <BR><P>

                  <FONT FACE="Arial" SIZE="2">Assignment Note:</FONT></P>

                 <UL><LI> <P>

                  <FONT FACE="Arial" SIZE="2"><B>{Assignments/Description}</FONT></B></P>

                 </UL><BR></TD></TR><TR><TD bgcolor = "aliceblue"> <FONT FACE="Arial" SIZE="2">Assigned by - {Assignments/CreateGroup/Title},   ({Assignments/CreationUser/_Fullname})</FONT>

               </TD></TR><TR><TD><BR>

                 <FONT FACE="Arial" SIZE="2">Original Call:</FONT></P>

                <UL><LI> <P>

                  <FONT FACE="Arial" SIZE="2">{Description}</FONT></P>

                 </UL><BR>

                <P><IMG SRC="http://kuhdweb.kingston.ac.uk/php/images/ku2.jpg"></P>

          </TD></TR></TABLE>

           

          which leads to a really nicely formatted assignment email which  includes the assignment note, assigner details plus original call description.

           

          This has proved really popular with our staff - I suppose you get back what you put in! 

          1 of 1 people found this helpful
          • 2. Re: Formatting Assignment Notifications
            ITSMMVPGroup

            Set the description field subtype on the assignment object to be HTML in the object designer.  Then in the windows deisgner on the assignment window enable the property from this attribute to turn on the HTML editor.  You can then enter your flashy formats in there.  I'd probably upgrade to 7.3 before turning this on in anger as number of HTML issues have been addressed.