Communication Templates and Automatic Notifications

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The Solutions application provides predefined communication templates that you can use when sending a communication to other users. Communications that use predefined templates are automatically sent to the Solution Administrator when certain conditions occur, such as, a change in the status of the Solution.

Note: The predefined communication templates and escalations described in this topic are available if the optional Best Practices Content component was installed with Service Desk.

The following table lists the predefined communication templates provided for the Solutions application. Each template is identified by a template name and title. The names and titles of the predefined communication templates are displayed in the list of available templates when you manually create a communication using a template.

If a template is used in an automatic communication, the Automatic Notification column describes the condition under which the notification is sent. The Escalation column lists the predefined escalation that triggers the notification. The predefined escalations are run once a day. Your administrator can make changes to the automatic notification behavior provided with the product by modifying or removing the associated escalations.

The predefined templates that are used in non-automatic notifications must be configured by the logged-in user to include the e-mail details of the recipient of a solution. If you manually create a communication using one of these templates, you can change these addresses to specify a different recipient or recipients.

Table 1. Predefined communication templates and automatic notifications for the Solutions application
Template name	Template title	Template description	Automatic notification	Escalation
SOLCLOSE	Send notification to Solution Administrator when solution is archived	Notifies the recipients that the solutions have been archived. Solution is made Inactive once expiration date is reached.	This communication is automatically sent to the Solution Administrator.	SOLUTIONCLOSE
SOLPUBL	Send notification to Solution Administrator when solution is published	Notifies the recipients that the solutions have been published. Solution is made available to Self Service use once Number of Times Applied by Service Desk reaches 10.	This communication is automatically sent to the Solution Administrator.	SOLUTIONPUBL
PMSOLNTFY	Send solution notification	Notifies the recipients of a solution. The e-mail message includes the solution summary, the symptom, the cause and the resolution.	The logged-in user must create a communication to send this e-mail notification. It is not automatic.	none