Automate Sending Emails Based on Ticket Data

Follow these procedures to automate sending emails by using keywords, a form, a message template, and process automation rules.

Part 1: Setting up the Keywords

Note: For the complete documentation on keywords, see the Keywords topic.

1. In the top right corner of the screen, click System Management (Cog Wheel) > Administration > Ticket Management > Keywords, click ‘Add a Keyword’ on the left side of the screen.
2. Name your keyword for easy identification—something like ‘Work Done for [Company Name]’
3. Add a description of the purpose of the keyword, for example ‘Excavation Safety Communication for Company Work’
4. Click ‘Save’
5. On the left side of the screen, click ‘Add a Keyword Item’ 
6. In the ‘Match this text’ field, type the value to match; in this case, Work Done for Irth
7. If value to match is case sensitive, or must match whole words only, check the boxes under Matching Options
8. If you know the value to match only appears in a specific field or should only apply to tickets coming from a specific One Call Center (OCC)—configure those using the dropdown menus.
9. Click ‘Add’
10. Repeat steps 5-9 to add additional Keyword Items.
11. When finished, your Keyword Detail may look similar to this:
    

Part 2: Create a Form

Note: For the complete documentation on forms (Apps), see the App Summary topic.

1. In the top right corner of the screen, click System Management (Cog Wheel) > Administration > Work Management > ‘App Designer’ and then the ‘Create New Form’ button.
2. In the resulting Create Form window, 
   1. type in the name of your form in the ‘Form Name’ field.
   2. Select the App Type from the dropdown: ‘Work Item Form’
   3. Select and App Name from the dropdown, or create a new one using the blue, ‘Create new’ button.
   4. Select the category from the dropdown or create a new category.
   5. In the ‘App Template’ field, it should read ‘Create an app without a template’.
   6. Click ‘Continue’
      
3. Click the ‘+ Add Section’ button.
4. You can name the section the same as the form, there will be only one. 
5. Select the ‘+ Add Field’ button to add the seven fields needed in this form. Some fields may vary depending on your need and criteria; suggestions are listed below.
6. In the ‘Configure Field’ window, fill out the seven fields as described below: 
   • Name and Question: These should be the same (Name is only for the system. Question is visible to users.) 
   • Placeholder and Default Value: These can be left empty

     Field (Display Name / Question)	Field Type	Required?	Read Only?	Note
     Assigned	Text	Yes	No
     Call Back Number	Phone Number	No	No
     Excavator Name	Email	Yes	Yes (this may require selecting the 'more' hyperlink to expand and view
     Site Location	Location	No	Not applicable	Primary Location: Yes
     Related Items	Location	No	Not applicable	Hidden: No
     Ticket ID	Text	Yes	Yes
     Work Done For	Text	Yes	Yes

7. Once complete, your form should look something like this:  
8. Click the red ‘Links’ tab, which is required to save
9. Select ‘+ Add Form’ and select ‘Ticket’ from the dropdown
10. Link your Form fields to the corresponding Ticket fields using the dropdowns. Use the search function in the ‘Select Field’ window to find fields. For example:  
11. At the bottom of the screen, click ‘Save & Publish’
12. Assign Group Permissions in the pop-up window and click ‘Save’

Part 3: Creating the Message Template

Note: For the complete documentation on message templates, see the Message Templates topic.

1. In the top right corner of the screen, click System Management (Cog Wheel) > Administration > General > Message Templates
2. In the top right corner of the Message Template Summary page, click ‘Create New Message Template’
3. Name your template; for example, ‘Irth Excavation Message Template’
4. Under What will this template be applied to, click ‘For Work Items’ 
5. Fill in the fields: 

   Field	Description	Note
   Description	Type a description of the template. Descriptions are only visible in the Message Template. They are not visible to users of templates
   Form(s)	Choose the forms the template applies to. Once you have saved the template, you cannot change forms it applies to.   Message templates apply to all forms by default. To apply a template to one form, in the All Forms dropdown list, click the form.   Select the Form you created in Part 2 in the ‘For these Form(s)’ field	Forms are listed in Categories
   Message Format Type	Email PDF PDF/Email
   Orientation	Landscape: horizontal orientation Portrait: vertical orientation
   PDF Attachment	The number of attachments. The default is one
   Size	The paper size of the PDF. These are standard paper sizes: A4: 8.3 x 11.7 inches A5: 5.8 x 8.3 inches A6: 4.1 x 5.8 inches A7: 2.9 x 4.1 inches  A8: 2.0 x 2.9 inches Legal: 8.5 x 14 inches Letter: 8.5 x 11 inches

6. Use the text box to type your text, format the layout (like text color, font, size, highlight, etc.), and use the link and form field buttons to enhance the functionality of your message template.  
7. At the bottom of the screen, click ‘Save'

Part 4: Setting Up Process Automation Rules

Note: For the complete documentation on process automation rules, see the Process Automation topic.

There are two process automation rules for this workflow; the first creates the form, the second automatically sends the email.

1. In the top right corner of the screen, click System Management (Cog Wheel) > Administration > Work Management > Process Automation
2. At the top right corner, click ‘Create New Rule’.
3. In the Rule Setting window, name your rule, click ‘For Tickets’, and click ‘Save’.
4. When these Events happen: Select ‘Item Created’
5. If these Conditions are met:Use the ‘+ Add Condition’ hyperlink to add conditions:
   1. By Keyword Info, using the search field to locate the keyword created in Part 1.
   2. You can choose to also include any other conditions listed in the dropdown to further limit when this action occurs:
      1. Ticket Info
         • By Registration Code
         • By Ticket Type
         • By Ticket Type Category
      2. Locate Info
         • By Facility Location
         • By Facility Type
         • By Response
         • By Responsibility Area
         • By Ticket Assigned To
         • By Ticket Folder
      3. Scores: Any previously configured Smart Scoring items are available to use as well 
         
6. Then perform these Actions: use the ‘+ Add Action’ hyperlink to setup the resulting, desired action.
7. Click ‘Save & Activate’
8. Navigate back to the Process Automation Summary and again click ‘Create New Rule’.
9. In the Rule Setting window, name your rule, click ‘For Work Items’, and click ‘Save’.
10. In the For these Form(s) section, disable the toggle for ‘All Forms:’ so it is set to ‘N’ and then click ‘+ Add Form’ and select the form you created in Part 2.
11. Click ‘Add Form’
12. When these Events happen: Select ‘Created’
13. If these Conditions are met:use the ‘+ Add Condition’ hyperlink to add conditions:
    1. By Work Done For using the ‘Contains’ logical operator from the dropdown, and the match text from your keyword in Part 1 and clicking ‘Save’.
    2. Repeat as needed to further limit when this action occurs.
14. Then perform these Actions: click on the ‘+ Add Notification’ hyperlink to use the message template you created in Part 3.
    1. In the ‘Recipients’ dropdown select ‘Email address entered on the form’ and select the appropriate Form/App field.
    2. In the Message Type field, choose ‘Template’ and in the ‘Select Template’ dropdown, choose the Message Template created in Part 3.
    3. Set your message Subject leveraging the Fields: dropdown to insert form fields and hardcoded text then click ‘OK’.
       
15. At the bottom of the screen, click ‘Save & Activate’.