Mail Template Configuration

The Agent Problem Alert email is sent when the Agent can communicate with the Dashboard, but there is a problem in the uploaded files, for example it was unable to create the XML files. Once the Agent successfully reports back to the Dashboard the resolution email is sent to make the recipients aware that the issue is alleviated. We have included configuration options to ensure these emails match your requirements, which may be particularly pertinent if using the emails to open and close tickets in a helpdesk system.

All aspects of the email are configurable, the From address, Subject line and both the plain text and HTML versions of the Body. For HTML we have included a visual editor along with the option to configure the source HTML. The template supports substitution strings, so rather than send a generic email to your Client, this can be configured to include both your and your client's company names along with the month and year of the report.

Configure the Template

  1. Go to the Mail Templates
  2. Depending on the template to edit select either Agent Problem Alert Mail or Agent Problem Resolution Alert Mail
  3. Configure the From address, Subject line and Body of the template to match your requirements.
  4. Once done click OK to save and apply the changes

In line with best practice we would suggest making a copy of any templates before actioning any changes.

HTML Body Editor

The edit template dialog contains the option to change both the Plain Text and HTML versions of the email's body. To allow for greater flexibility when configuring the HTML version of the template we have included both a visual WYSIWYG (What You See Is What You Get) and HTML Source editor.

Where you require a more advanced configuration than the WYSIWYG visual editor use the HTML Source Editor.

  1. Click the HTML button above the HTML body
  2. Edit the HTML in the to open the HTML Source Editor
  3. Click Update to save and return to the Mail Template dialog
  4. Review the HTML changes in the WYSIWYG editor
  5. After making any further changes click OK to save the template

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Substitution Strings (Wildcards)

Substitution strings replace the wildcard entered in the template with the corresponding value from the database. This allows you to replace generic terms and provide a more personalized message containing your Client's Dashboard details and other information.

Template's support substitution strings in their From address, Subject line and Body (both text and HTML).

To include substitutions strings in the template.

  1. Select where to add the string in the template's From address, Subject line or Body
  2. Choose the substitution string from the dropdown. Only those supported in the selected template field are displayed.
  3. Click Insert Code to insert the string at the selected spot
  4. Click OK to save the template

If adding substitution strings in the template's body we suggest inserting the string in both the Plain Text Message and HTML versions.

The following substitution string (wildcards) are available in the Agent Problem Alert Mail and Agent Problem Resolution Mail.

Agent Problem Alert Mail

Code Substitution String From Address Subject Line Body Note Example

Autotask Ticket

<Autotask>

No No Yes Autotask XML content See below

Client Name

#CLIENT#

Yes Yes Yes Dashboard Client name Abertay Pharmaceuticals

Device Name

#DEVICE#

Yes Yes Yes Dashboard Device name SERVER101

Site Name

#SITE#

Yes Yes Yes Dashboard Site name Head Office

Problem

#ERRMSG#

No No Yes Cause of the failure Unable to create XML file

 

Agent Problem Resolution Mail

Code Substitution String From Address Subject Line Body Note Example

Autotask Ticket

<Autotask>

No No Yes Autotask XML content See below

Client Name

#CLIENT#

Yes Yes Yes Dashboard Client name Abertay Pharmaceuticals

Device Name

#DEVICE#

Yes Yes Yes Dashboard Device name SERVER101

Site Name

#SITE#

Yes Yes Yes Dashboard Site name Head Office

Problem

#ERRMSG#

Yes Original cause of the failure Unable to create XML file

Autotask Ticket is a legacy option and is not required when using the Dashboard's PSA Integration as this uses Autotask's API rather than emails.

SPF Records and the Allowed List

Any changes to the template from address, for example to an email address from your domain, can potentially result in the classification of the email as coming from a spoofed domain.

To avoid this situation we would suggest creating an SPF record in your domain DNS pointing to our mail generating servers. Further information on spoofed emails and SPF can be found in the SPF Records section.

To avert any potential delivery problems if retaining the default email From address, we would advise allowing our email generating servers IP addresses. This is covered in the Allow mail server IP Addresses section.

From Address Format

The Dashboard supports the use of commas as separators when configuring multiple email recipients. Where the template's From address contains a descriptive name that includes a comma, or the possibility of a comma when using substitution strings, we suggest encapsulating the name in inverted commas " ".

We have included examples of this format below.

  • "Descriptive, name" <my@address.rmm>
  • "#ACCOUNT#" <my@address.rmm>
  • "#CLIENT#" <my@address.rmm>