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
You want to know where is text of message in SM ?
search for scmessage file for text of messages.
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.
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 ?
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...
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.
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.
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 Simple
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?