About Communication TemplatesAbout Communication TemplatesWhen you insert notifications on the Response Actions tab of the Response Plans (SP) application, you can associate communication templates with the record.
Communication templates let you communicate outbound e-mails in a uniform manner. If you have information that is sent out repeatedly, you can associate or create a communication template for it.
You can use communication templates in two ways:
create a free-form notification that uses only a few features of a communication template—If you create a free-form notification, a communication template ID is generated for it, but the notification is not saved for reuse in the Communication Templates application.
associate an existing communication template— If you choose to use an existing template, the notification fields are completed and they become read only. You also can leverage template features such as attached documents.
Both free-form notifications and template-based notifications are associated with the record to which they apply. This enables dynamic content placed in the template in the form of substitution variables to be resolved for the record to which they apply. If you create a template-based notification in the escalation, you might see substitution variables in the Subject and Message fields. For example, if the Subject line reads
Incident :ticketid Unresolved
then: ticketid is replaced by the actual incident number, which is obtained from the incident associated with the template and notification.