When a request is created with a wrong template, technicians can recommend the right template to the user by sending an email with the link to the right template. The requester can then use the link to update the request with the right template.
Following are the criteria to suggest or use this feature:
Technicians can only recommend templates that are associated with the requester.
The recommended template will be shown only when the requester has permission to edit the request. You can enable this permission under Admin > Advanced Portal Settings > Requester.
To recommend a template for a request,
Click Actions > Recommended Template in the request details page.
Fill out the displayed form using the following pointers:
Recommended Template: Choose the appropriate template from the drop-down listing the templates available for the requester (mandatory field).
To: The requester's email address will be auto-populated here. (mandatory field)
Cc: Provide any other recipient's email address if required.
Subject: The request ID and the subject of the request will be auto-populated here. Edit if necessary.
Description: The request properties and the request description will be auto-populated here along with the recommended template variable. Once the notification is triggered, the recommended template variable will be displayed as a hyperlink to update the request.
Select Status: This drop-down lists the pending statuses. Choose the status to which the request must be moved on triggering the notification.
Schedule Status Change: Select the checkbox if you wish to change the request status at a specific time.
Choose the status to be set along with the time and the reason to change.
Attach File: Attach files relevant to the request if necessary.
After filling the form, you can choose to do one of the following:
Send: To send the email with the recommended template link to the requester.
Save: To save the email as a draft. You can access the saved drafts under Conversations in the request details page.
Send for review: To send the email content for review to your group lead/any other user for review. The email will be saved as a draft.
Cancel: To discard the email and abort the action.
Upon receiving the notification, the requester can change the template by following the steps given below:
Click the link provided in the email and log in to the application by providing your credentials. You will land in the request edit form.
The template recommended by the technician will be auto-populated in the template drop-down.
Provide other request details and click Update.