Example Templates
These are some examples of how tokens can be used in emails.
Linking to Cases
Staff
This will link to a Self Service article (or the default one) on your staff subsite. These links and article IDs are set up in your Environment Configuration, and custom links can be picked per case type in the Email Links configuration.
<a href="{{email_STAFFLINK}}">open the case</a>
Logged-in Users
If a user was logged in when they raised their case, the standard behaviour is to link to a User Requests article set up to show Case Management processes (perhaps filtered for the specific case type). As with staff links, this can be customised per case type.
<a href="{{email_CITIZENLINK}}">open the case</a>
Anonymous Users
If the person who raised the case wasn't logged in, they won't be able to track their case via User Requests. Case Management uses a form to display case information instead. Like the links above, this can be customised.
Unlike the links above, your URL needs to include some additional tokens which are used for security checking.
<a href="{{email_ANONLINK}}{{email_ACTIONSINGLE}}{{email_ACTIONCHECK}}">open the case</a>
Including Notes
Reassigning Cases
When a case is reassigned, the case manager has to pick a reason from a drop-down and also add notes. These are held in two separate tokens.
Reason: {{form_ASSIGNREASON}} <br>
Notes: {{form_ASSIGNNOTES}}
Case History Notes
If someone other than the current case manager adds a note to the case history (ie someone who finds the case via the case search, or the person who raised the case via User Requests/My Account) an email can be sent to the case manager.
The following note has been added to the case <br>
{{email_UPDATENOTES}}
Case Tasks
The two main tokens for tasks are:
- {{form_TASKSUMMARY}} - A short mandatory field completed by the case manager when they create the task
- {{form_TASKDETAILS}} - A longer mandatory description completed by the case manager when they create the task
This example assumes your main Self Service article (for staff) is also set up to show any task workflow processes related to your cases.
A new task for has been assigned to your group. <br><br>
Summary: {{form_TASKSUMMARY}} <br><br>
Details: {{form_TASKDETAILS}} <br><br>
<a href="{{email_STAFFLINK}}">Open the task</a>
