Open Confirmation Emails

An Open Confirmation email is an email that can be sent to the Requestor(s) upon logging a new Case, Problem, or RFC. It notifies the Requestor(s) that their email has been received and a Case was created, or that the Problem or RFC has been logged.

The Open Confirmation Template is managed in the Team Settings. To Manage Teams in versaSRS select the Manage Teams icon from the versaSpinner - Administrators tab.

In the Team Settings within the Case Templates, Problem Templates, and RFC Templates tabs, the Open Confirmation templates can be found.

An Open Confirmation email will be sent to the Requestor(s) provided:

• A Primary Address has been defined for the Team
• The Subject and Message field have been defined for the confirmation email

When manually logging a Case or creating a new Problem or RFC, a versaSRS User can prevent the Requestor(s) from receiving an Open Confirmation email by ensuring the Send open confirmation email to primary requestor on log checkbox is unticked on the Solution tab.

The email is based on a template known as the 'Open Confirmation'. This template is individually defined for each Team. Consequently, the email that is sent is governed by the Team that the email is generated from.

The Open Confirmation Template is defined by a Subject and a Message, if either of these fields are blank the correspondence will not be sent.
An example is given below:

NOTE: In the above example the System Tag [CALLID] will be replaced with the appropriate Case number, resulting in an email subject line that may look like this:

Open Confirmation Notification - Case Number 602750.

The Open Confirmation emails can be created by double clicking the message box, which will display the HTML Editor allowing a user with no HTML experience to construct the message which is then converted to HTML in the message box.

NOTE: In the above example the System Tags [PROBLEM], [CALLID], and [QUEUESIGNATURE] will all be replaced with the associated Case field.