For emails, rely on tables!
The default GLPI template for notifications aren't exactly friendly, so I decided to search into Internet to see if I could find a ready-to-use template that I could deploy into my GLPI instance to notify users when a new ticket is opened, when a ticket is added by a technician or by the user or when the ticket is closed, sending the solution used to resolve the ticket and the satisfaction survey.
I could find some templates (available at "Useful links" sections at the bottom), but I would like a minimalist approach instead of showing all followups and tasks into a single mail. I found hmarthe/TCAT-M-osTicket-Email-Templates and really liked it, so I decided to adapt this template from osTicket to GLPI.
This template was sucessfully tested on:
- Microsoft Outlook 2019/2010
- Mozilla Thunderbird 78.3.3
Novo chamado (New ticket).
Novo acompanhamento (New followup)/Atualização de um acompanhamento (Update of a followup).
Nova tarefa (New task)/Atualização de uma tarefa (Update of a task).
Chamado solucionado (Ticket solved).
Pesquisa de satisfação (Satisfaction survey).
Resposta da pesquisa de satisfação (Satisfaction survey).
These templates rely on ticket.action to adapt the message body (HTML) to correspond to the notification type (new ticket, new followup, etc), but this method rely on translated strings, e.g. to detect that the message refers to a "New ticket", the template detects it with ##IFticket.action=Novo chamado##. Novo chamado is the translation to "New ticket" in "Português do Brasil".
Another function that has depends on translated strings are ticket.isprivate, e.g. to detect that a followup or task has been marked as private, it uses the function ##IFticket.isprivate=Não##. "Não" is the translation to "No" in "Português do Brasil".
You'll need to translate all ticket.action and ticket.isprivate function calls into the template files according to your language before deploying it into your GLPI instance if you're not using the language "Português do Brasil" by default into your environment.
As cited on "Translation" section, it relies on translated strings to detect the notification type (new ticket, new followup, etc) and to detect if a task or followup has been marked as private, so you'll need to create a specific notification template for each language that you would like to support.
- In Setup > Notifications > Notification Templates, click on Tickets.
- Click on Template translations > Add a New Translation.
- Select your language into Language dropdown, e.g. "Português do Brasil".
- Enter the Subject of the notification template (Default:
##ticket.action## ##ticket.title##) - In Email text body, paste the content of the
Tickets.txttemplate. - In Email HTML body, click on the option "Source code" and paste the HTML body of the
Tickets.htmltemplate.
- In Setup > Notifications > Notification Templates, click on Tickets Satisfaction.
- Click on Template translations > Add a New Translation.
- Select your language into Language dropdown, e.g. "Português do Brasil".
- Enter the Subject of the notification template (Default:
##ticket.action## ##ticket.title##) - In Email text body, paste the content of the
Ticket Satisfaction.txttemplate. - In Email HTML body, click on the option "Source code" and paste the HTML body of the
Tickets Satisfaction.htmltemplate.
GNU General Public License v3.0 License.
- GLPI - Notification Tags.
- Template de notificações para o GLPI responsivo. Fala TI.
- Adicionando template de notificações via email personalizados no GLPI (Abertura, Acompanhamento e Encerramento de chamados). Nattaniel Afonso.
- Notificações no GLPI em HTML e CSS que funciona no Gmail. Thiago Passamani.
- Scripts for Email Template. Spiceworks.
- Free HTML Email Templates for SaaS and Startups. HTML Email Templates for SaaS and Startups.
- Email template. HelpDesk Help Center.
- Free Responsive Simple HTML Email Template. GitHub.
- Email Template Examples. ZendeskLabs (GitHub).