Remote Monitoring & Management Help

Mail Template Configuration

The Agent Problem Alert Mail or Agent Problem Resolution Alert Mail content may be edited via the Mail Templates section of the Dashboard with each element of the Alert is editable, the From address*, Subject line and Alert content (both text and HTML).

Please note, in line with best practice we would suggest making a copy of any templates before actioning any changes.

HTML Editors

There are two elements to the Mail Template, the PlainText Message - amended by changing the entered text - and the HTML Message, which itself contains two edit options. The visual HTML Message editor is used to change the styling of the template and where more advanced manipulation is required the HTML source may be edited directly by clicking the HTML button to display the HTML Source Editor. After applying the changes to the HTML source click Update to save changes and return to the Mail Template dialog. Finally click OK to save the template and exit.

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Substitution Strings (Wildcards)

Substitution strings, available from the Mail Template's Insert Code drop-down, replace the entered wildcard with the corresponding value from the database and may be used to customize the email to match the precise requirements. For example amend the From address,Subject line or body of an email to match the format required for consumption by helpdesk software or simply change the Subject line for problem visibility when the email arrives in the Inbox, perhaps to include the Client, Site, Device, Check.

Substitution strings are easily added in a Mail Template. Open the template then choose where to insert the substitution string in the From address,Subject line or body, select the substitution string from the Insert Code drop-down and press Insert Code to insert the wildcard at the selected spot.

We would suggest inserting the wildcard in both the Plain Text and HTML message if adding substitution strings in the template's body.

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

Code

Substitution String

From Address

Subject Line

Body

Agent Problem Alert Mail

Autotask Ticket*

<Autotask>

Client Name

#CLIENT#

Device Name

#DEVICE#

Site Name

#SITE#

Problem

#ERRMSG#

Agent Problem Resolution Mail

Autotask Ticket*

<Autotask>

Client Name

#CLIENT#

Device Name

#DEVICE#

Site Name

#SITE#

Problem

#ERRMSG#

Note:

The Autotask Ticket email alert ticket is not required when PSA Integration is enabled as it uses the Autotask API.

Workstations are not currently supported in PSA Integration so the Autotask Ticket email alert ticket is still required to generate the corresponding Autotask ticket.

* Notes: From Address

SPF Records and Whitelisting

Changing the 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 issue we would suggest creating an SPF record in your domain DNS pointing to our mail generating servers. Further information on spoofed emails and SPF is available in the SPF Records section.

Even if not changing the From address, to avoid any potential delivery problems we would advise whitelisting the IP addresses of our email generating servers. This is covered in the Whitelist IP Addresses section.

From Address Format

As we use a comma to separate multiple addresses within the system to avoid any potential problems where the descriptive name entered in the From address contains a comma, we suggest encapsulating this entry in inverted commas ( " " ), this includes wildcard.

For example "Descriptive, name" <my@address.it> or "#ACCOUNT#" <my@address.it>