Difficulty: novice
Content
Learning Objectives
After reading this article you will be able to:
Tell where workflow emails are located
To see what kind of emails are sent
How are emails configured in a workflow?
When a workflow is running for an object a workflow configured to send emails on specific moments. Emails can be send when:
Executing a task - in this case the workflow passes through a connector
For example: handling a request, a confirmation for a room reservation, sending a work order to an external supplier.
From a status - in this case a trigger determined when the email is send
For example: a reminder email is send to the requester of a ticket when the workflow has been in the status ‘To be approved’ for 1 week now.
It is common practice to put a '@' in the name of the connector to which an email is linked. By doing so, you can directly see from the graphical view of the workflow in which connectors an email is linked.
Where are workflow emails located?
The template of the email that is send can be found on the workflow. There a multiple ways to navigate to the workflow. Probably the easiest way to make sure you’re opening the correct workflow (version) is described below
1. Open an instance page (a reservation/ request/ etc.)
2. Open the workflow case
3. Now open the workflow definition via the workflow case tab by pressing the interlocking gear symbol on the top right.
A workflow can have different versions running at the same time. That why we suggest using this method.
For example, when there are two different types of request for facility and ICT, both can have different version of the same workflow running. Different versions can run depending on what kind of category is used in the object.
4. On the workflow definition page all workflow configuration and setting are determined.
5. To view the email templates applicable for this workflow, press the envelop icon button on the top of the page.
6. You should now have an overview that looks like this
7. In this overview the configured emails can be opened by pressing on the hyperlink in the subject column.
8. On the bottom of the page the document that is used as the template is found. Depending on the email you choose opened, the used template will be in Word or HTML format. These are the two most commonly used formats for email templates.
Changing an email template
Changing the template of the email can be done in a couple of ways:
To change in the existing template, upload a new version under the existing D-number.
Using a new document that is already in the system, use the Add function.
When applying a new document,you can use the drag and drop functionality or select file function to upload the document.
Pay attention! Avoid duplicate documents in Axxerion.
When the document is already in the system under a D-number and the document is uploaded again, so NOT under the same D-number, a new D-number will be created. Now two of the same documents are in the system.
Versions of the document can always be swapped.
Email templates can be used in a workflow message in two ways:
As the body of an email. Select the format HTML. The document (DOCX) is converted to an HTML format.
As an attachment. Select the format DOCX or PDF. The document is sent as an attachment in the email.
When an email template uses Parameters, this must be indicated by setting the Template option to: Yes.
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