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NEED TO ADD A SURVEY URL IN EMAIL TEMPLATE IN HP SERVICE MANAGER

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Hello Guys,

Im in a big fix now.I need to add a survey URL to the emails being sent out by service manager when a ticket is closed.Unfortunately,i do not know where to do this or where to find the template.

SCSMTP is being used to send emails in the environment.

Please assist as this is very urgent

Thanks

 

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Re: NEED TO ADD A SURVEY URL IN EMAIL TEMPLATE IN HP SERVICE MANAGER

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HELLO ALL,

THANKS FOR ALL YOUR CONTRIBUTIONS THUS FAR.

IVE FOUND THE SOLUTION

ATTACHED CONTAINS THE SOLUTION

THANK YOU ALL

View solution in original post

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Re: NEED TO ADD A SURVEY URL IN EMAIL TEMPLATE IN HP SERVICE MANAGER

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You want to know where is text of message in SM ?

search for scmessage file for text of messages.

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Re: NEED TO ADD A SURVEY URL IN EMAIL TEMPLATE IN HP SERVICE MANAGER

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Not at all sir,when a ticket is closed,service manager sends a notification mail to the individual who opened the ticket.  What i want to do is to add a survey url to this mail sent by service manager.

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Re: NEED TO ADD A SURVEY URL IN EMAIL TEMPLATE IN HP SERVICE MANAGER

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Do you want to add to the text that is sent to the user an additional text.

In the body of the email the additional text containing URL. (this is what i say before)

Where should go this URL to some WEB resource or into SM on the survey form ?

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Re: NEED TO ADD A SURVEY URL IN EMAIL TEMPLATE IN HP SERVICE MANAGER

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I want to add the URL to the body of the message.The URL links to an external website(survey monkey)...I checked the scmessage as you said but didnt see anything...

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Re: NEED TO ADD A SURVEY URL IN EMAIL TEMPLATE IN HP SERVICE MANAGER

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Good. 

have you already a working notifications by email that comes to users ?

If Yes, then try to search transmitted words (in email) in the scmessage table for the message field.

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Re: NEED TO ADD A SURVEY URL IN EMAIL TEMPLATE IN HP SERVICE MANAGER

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When an interaction is closed, the "SM Close" notification record is called.  You can find these under Tailoring - Notifications - Notifications and do a search.  From there, try to determine which message is being sent. 

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Re: NEED TO ADD A SURVEY URL IN EMAIL TEMPLATE IN HP SERVICE MANAGER

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Yes,i checked there and saw the attached...How would i inout the URL i want to add in this section.?..Would be awaiting for response sir

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Re: NEED TO ADD A SURVEY URL IN EMAIL TEMPLATE IN HP SERVICE MANAGER

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do you just want to modify your email html template?

enter db in the command line...then in the table name htmltemplates and search for your template

there are some survey exaples

Internal Survey Template

Survey Template

Survey Template Simple

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Re: NEED TO ADD A SURVEY URL IN EMAIL TEMPLATE IN HP SERVICE MANAGER

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That screenshot is of "IM Close", not "SM Close".   Is the email generated to the user when an Interaction is closed or when an Incident ticket is closed?

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Re: NEED TO ADD A SURVEY URL IN EMAIL TEMPLATE IN HP SERVICE MANAGER

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When an incident ticket is closed

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Re: NEED TO ADD A SURVEY URL IN EMAIL TEMPLATE IN HP SERVICE MANAGER

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So how can i input the external url in this case?

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