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Index Breeze: Response Templates


5	Breeze - Email-to-ticketing	breeze
5.1	Introduction to Breeze	breeze
5.2	Breeze: Queues	breeze
5.3	Breeze: SMTP Servers	breeze
5.4	Breeze: Mailboxes	breeze
5.5	Breeze: Response Templates	breeze

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Breeze: Response Templates

emails

breeze

Response Templates

To create or maintain Response Templates for Breeze, navigate to the Customization section from the Customize link in the top right hand section of the menu. Select the System tab and the Alert Templates sub tab (see below).

To create a new Breeze Response Template click on the Add button. Gemini will create a new Response Template for you and label it “Alert Template”. Click on the Edit icon on the right of the screen and you will be prompted to provide:

Name (will default to “Alert Template”, please override with your selected value)
Alert Type – This is a drop-down list, please select “Breeze Notification”
Content – The HTML Code for the Template

Click Save to create the Response Template definition.

Response Template HTML

The Response Template HTML exists as a partial view, or snippet, of HTML. It is contained within <HTML> and <BODY> opening and closing tags and therefore you only need to define the html that resides within the body of a page and not the entire page structure. Below is a sample of what a Gemini Response Template might contain:

<table style="width: 100%; font-family: arial; font-size: 16px; font-weight: bold; border: none; background-color: #8f0929;" cellpadding="20">
  <tbody>
    <tr>
      <td style="color: white;">AUTO CONFIRMATION</td>
    </tr>
  </tbody>
</table>
<table style="width: 100%; font-family: arial; font-size: 13px; font-weight: normal; border: none; background-color: white;" cellpadding="10">
  <tbody>
    <tr>
      <td style="color: #4c4c4c;">Dear @Model.OriginatorName, <br/><br/> Thank you for your email. This has been received and a member of our support team …. </td>
    </tr>
  </tbody>
</table>

This is standard HTML, but as the line containing “Dear @Model.OriginatorName” indicates, Gemini allows you to access certain fields from its data model, which will be ‘injected’ into the Response Template at runtime. If the original email was sent from “Sam Smith” then @Model.OriginatorName will be substituted with Sam Smith and that line of the Response Template, converted in the email, would read:

Dear Sam Smith,

Thank you for your email. This has been received and a member of our support team …etc.

Gemini Data Model Values

You can extract the following values from the Gemini Data Model to inject into your Response Templates:

OriginatorName – The name of the sender of the email that was processed (used mainly for Dear @Model.OriginatorName)
OriginatorEmail - The email address of the original sender
LinkViewItem – A link to the item that Breeze generated
TheItem – The item that was created. This is not referenced directly but provides access to members below
- TheItem.Projectname – Name of the project to which the item was added
- TheItem.IssueKey – Key e.g. “HELP-1440”
- TheItem.Title – Title
- TheItem.Description - Description
- TheItem.Type – The Type of item that was created e.g. “Investigation”,”Case”,”Bug” etc
- TheItem.Status – Status
- TheItem.Severity – Severity code
- TheItem.Priority – Priority code
- TheItem.LastComment - The last comment on the item
- TheItem.ResourceNames – Comma separated array of Resources added to the item (or Resource if the Project does not allow multiple resource assignment)
TheBag – The Bag contains general information from the model. Not referenced directly but gives access to members below
- TheBag.EnquiryMailbox
- TheBag.EnquiryQueue
- TheBag.Abort
- TheBag.Message

To edit the values associated with the Response Template definition, click on the Edit icon . To delete a Response Template, click on the Delete icon to the right of the screen. You will be prompted to confirm the action and allowed to proceed or abort.