Emails
Note
This feature is only available to users with a TemplateAdmin role.
The Request It service uses configurable templates which can be managed and maintained by a user with the TemplateAdmin role.
For further information about updating and making changes to Email templates please see Template Administration
Email Templates
Important
Request It application ONLY - for each 'subject configuration' created, a set of distinct configurable email templates will be generated by the system. These templates are unique to the 'subject configuration' and can be edited without impacting other 'subject configurations'
The Request It service comes with the following standard set of email templates which will be created upon configuration of a new subject and appended with its name. For example, if you were to create a new subject with the name 'MM-TEST' then a template called 'CitizenConfirmationMM-TEST' would be created along with all the others.
Please note when subjects are deleted their associated email templates will also be deleted from the system.
You may not ever need to use all these templates depending on the types of Request It being configured. The first 7 emails in the list are used as standard unless you configure a different flow such as Closed Loop or Verified.
| Template Name | Sent to | Description |
|---|---|---|
| CitizenConfirmation | Citizen | Confirmation email issued on submission of a Request It |
| AdminConfirmation | Admin | Notification email issued on submission of a Request It |
| CitizenReply | Citizen | Notification email issued when admin replies to a citizen's Request It |
| AdminReply | Admin | Notification email issued when citizen replies to Admin |
| StatusUpdate | Citizen | Notification email issued when admin changes the status on a citizen's Request It |
| StatusFinal | Citizen | Notification email issued when admin closes the Request It transaction |
| InactiveUnresolvedTransactionReminder | Admin | Notification email issued transaction has been inactive for a configured number of days |
| AdminAllocation | Admin | Notification email issued to an admin user when a transaction is allocated to them |
| Closed Loop Flow: | ||
| ClosedLoopConfirmation | Citizen | Confirmation email issued on submission of a Request It configured as a Closed Loop |
| Verified Flow: | ||
| CitizenVerifiedConfirmation | Citizen | Confirmation email issued on submission of a Request It |
| VerifiedCitizenReply | Citizen | Notification email issued when admin replies to a citizen's Request It |
| VerifiedStatusUpdate | Citizen | Notification email issued when admin changes the status on a citizen's Request It |
| VerifiedStatusFinal | Citizen | Notification email issued when admin closes the Request It transaction |
| VerifiationAccessCodeEmail | Citizen | Email containing the 2-factor authentication code issued when verified user accesses public Request It |
Email merge fields
The following substitution parameters are available to be included in email templates using the {parameter name} convention. These parameters, when added to email templates will be substituted by the information recorded against the transaction, where it exists.
Note
The information that you include in emails will be evaluated and determined by your business needs. However, it is advised to keep the inclusion of individual's personal information to a minimum.
| Parameter Name | Value | Value exists? |
|---|---|---|
| {subject} | Name of the Request It form submitted | Always |
| {reference} | Unique reference system assigns to each new transaction | Always |
| {tenantname} | Name of the tenant in which Request It resides | Always |
| {statusdisplayname} | The transaction's current status | Always |
| {name} | Text entered by the citizen in the Name field | If Configured |
| {email} | Text entered by the citizen in the Email field | If Configured |
| {???} | Text entered by the citizen in the Contact Number field | If Configured |
| {messagetext} | Text entered by the citizen in the text area | If Configured |
| {customtextfield} | Text entered by the citizen in the custom text field | If Configured |
| {customselectlistvalue} | Option selected by the citizen in the custom dropdown list | If Configured |
| {selectedproduct} | Option selected by the citizen in the custom product list | If Configured |
| {paymentcode} | Unique Payment Code created for each online payment submitted | If Configured |
| {rateitlink} | URL to the rate it configured to this Request It form | If Configured |
| {rateitmessage} | Message introduction attributed to the configured Rate it | |
| {access_code} | Auto-generated access code issued to public user via email | If Configured |
| {access_code_expiry} | Date/time when the access code provisioned to the Public User will expire | If Configured |
Note
Be aware that editing or removing any text within brackets {} will result in the removal/breaking of existing merge fields.