Closed Confirmation Emails

A Closed Confirmation email is an email that can be sent to the Requestor(s) upon closing a Case, Problem, or RFC. It notifies the Requestor(s) that the work has been completed and the record closed.

The Closed 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 Closed Confirmation templates can be found.

A Closed 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 closing a Case, Problem, or RFC, the User can prevent the Requestor(s) receiving a Closed Confirmation email by deselecting the Send closed confirmation email radio button.

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

The Closed 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:

Closed Confirmation Notification - Case Number 900146.

The Closed 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 Tag [PROBLEM] will be replaced with the corresponding Case field.