Internal Message Templates

Internal message templates provide standardized format and content for correspondence between operators. Internal message templates can include paragraph templates and data inserts for extracting work item data. See Paragraph Selection Rules and Data Inserts.

You can create an internal message template that performs the following actions:

• Enters standard non-variable text
• Enters variable text
• Inserts any number of paragraph templates
• Retrieves information from the work item or from the system using data inserts

XTRAC adds all correspondence menu commands to Microsoft Word so that you can create and maintain internal message templates.

When XTRAC generates an internal message for a work item, XTRAC creates an INTMSG event in the history of the work item and appends a copy of the message to the item. An operator can open the message from the History tab or from the Correspondence tab on the Work Item window.

XTRAC also lets you use special data insert codes that insert data from a work item into correspondence items.

See Data Inserts, Differences Between Letters and Internal Messages, and FiltersLetter Templates

Sample Internal Message Template

Using a combination of special data insert codes, paragraph templates, and standard or variable text, XTRAC lets you customize internal messages automatically.

For example

XTRAC generates the following internal message from this sample internal message template:

Creating an Internal Message Template

Note: To define an internal message template, you need the Create, Update, and Internal Message Template security functions as part of the security group that is associated with your entitlement set.

To create an internal message template

1. In Feature Explorer, click Correspondence.
2. Click Internal Message Templates.
3. In the Internal Message Template Summary window, click New.
4. In the Internal Message Template Detail window, in the Name field, enter a name for the internal message template (up to 30 characters).

Do not use an asterisk as part of the template's name.

5. In the Correspondence Type drop-down list box, select the correspondence type to associate this internal message template with.
6. In the Description field, enter a description for the template (up to 60 characters).
7. In the Memo field, enter the memo text that you want to display in the History tab and Correspondence tab on the Work Item window when the operator generates an internal message.
8. (Optional) In the Route Internal Message To drop-down list box, select the personal queue or work queue that internal messages created from this template are routed to.
9. (Optional) If you do not want the operator to change the destination queue, check the Protect Destination check box.
10. (Optional) In the Update Status To drop-down list box, select the status that the work item is updated to after the operator submits the internal message.

You can select filters for the internal message template with Steps 11-14. If you do not select any filters, all templates are listed for the operator to choose from.

11. (Optional) In the Template Group drop-down list box, enter a name for a new template group (up to 30 characters) or select an existing template group.
12. In the Node drop-down list box, select the node you want to use.
13. In the Item Type drop-down list box, select the item type.
14. In the Subtype drop-down list box, select the subtype.
15. Click Edit Template.

Microsoft Word opens and XTRAC prompts you to save the template.

16. Click Yes to save the template.
17. Enter the text for the internal message.

The text can include data inserts, paragraph templates, and variable or non-variable text.

18. In MS Word, click XTRAC > Save Template.
19. On the successfully saved window, click OK.
20. (Optional) In the Internal Message Template Detail window, in the Change Request ID field, enter the ID for the change request (up to 30 characters).
21. (Optional) In the Memo field, enter the reason for creating the letter template (up to 60 characters).
22. Click Save.

XTRAC saves the internal message template and adds it to the Internal Message Template Summary window.

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