Working with Message Templates

Purpose/Overview

This article explains how administrators can create standardized, reusable message templates for use with tickets, work items, automation rules, and system communications. These templates can include dynamic fields that pull data from forms and can be delivered as emails, PDFs, or both. Using message templates helps reduce manual work, ensures consistent messaging, and improves the quality of communication across the system.

Navigation Path:

To access this feature, go to Utilisphere > System Management > Administration > General > Message Templates

Things to Know:

• Permissions: Only admin-level users can create or edit message templates.
• Platform Notes: Best used on desktop browsers; PDF output setting may not preview well on mobile.

Key Benefits/Use Cases:

• Standardized Excavator Messaging: Use ticket templates to define Terms & Conditions or excavator-positive responses. This ensures consistent legal language and compliance documentation.
• Custom PDF Reports for Work Items: Create item templates to include key work item data, related history, and attachments in formatted PDFs. Useful for audits or formal reporting.
• Automated Communications in Workflows: Leverage templates in process automation rules to send targeted notifications that are professional and informative.

How It Works:

Create a New Template

1. Once you've navigated to the Message Template screen, click Create New Message Template on the upper right side of the screen.
   
   
2. In the Template Information section, enter a name and select whether the template is for Work Items or Tickets.
   
3. Add a description for the message template in the Description section.
   
4. Select the format type for the message template in the Message Format Type section.
   
   

   Message Template Fromats
   Email	Sends the message content directly in the body of the email.
   PDF	Used strictly for the Print to PDF or Share actions from the Work Items menu. This format does not send an email notification.
   PDF/Email	Sends the message content in the email bodyand attaches the same content as a PDF file.

   
   
5. Choose the orientation of the message in the Orientation section.
   
   
6. Choose the number of Image Attachments per page (up to 10).
   
   
7. Use the For these Form(s) section to select the form (from the list provided) that the template will apply to.
   
   
   
8. Type and Format Your Message
   Use the tools at the top of the text box to format your message. You can adjust font size, add bullet points, and more.
   

   • Add Form Fields to Include Dynamic Info: To automatically pull in information from a form (like the assigned user or location), you can add form fields. These appear in double brackets, like this: [[Assigned To]] or [[Location]].
     
     Note: Do not delete the double brackets. If you do, the form data won’t show up in the message.
     
     

   • Click the Add Form Field icon.
     In the window that appears, use the dropdown to pick a field. Once you've picked a field, select OK.
     
     

     Common Form Fields
     Assigned to	The person currently responsible for the item.
     Category	A label set by an administrator to group similar forms.
     Created By	The user who originally submitted or created the item.
     Created Date	The date the item was first created.
     Current Date	Today’s date (automatically inserted when used).
     Description	A short explanation or summary of the item.
     Due Date	When the item needs to be completed (including date and time).
     Folder	The folder the item is stored in (used to help organize work).
     Form Name	The name of the form used to create the item.
     Item ID	A unique number automatically assigned to every item.
     Note	Any extra notes related to the item.
     QR Code	A scannable barcode linked to the item. (Tip: The QR code size can be changed by editing the tag, for example: [[QR-Code: h=200]] to make it larger.)
     Scheduled For	The planned start date for the work.
     Status	The current stage of the item (like Open, Closed, or a custom status created by your administrator).
     Title	The form’s title (same as Form Name when creating a form).
     Update Time	The last time the item was changed, either created, modified, or updated through an action.

9. When you've completed your form, click Save on the bottom-right corner of the form to save your template.
   
   
10. Optional: To preview the message as it will appear to users, click the Preview button on the upper-right corner of the screen. Then, enter your email address and click Send to receive a test message.
    

    
    

    

Edit an Existing Template

1.  On the Message Template Summary page, in the Template Name column, select the template you want to edit. and make any desired changes.
   
2. Save your changes.
   

Questions?  Contact us!