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Editing the email messages sent with different incident statuses
Answer ID 2075   |   Last Review Date 09/11/2019

How can I configure our site to send different types of messages when we respond to incidents?

Environment:

Message Bases, Service E-mails, Notifications

Resolution:

When a response to an incident is sent, the text in the top part of the response depends on the status type that the incident is set to. If the incident status is a Solved status type, the response will use a different message base and message content than if the incident is set to a status that is an Unresolved or Waiting status type. You can edit these message bases if you wish.

If the agent sends a response and the incident is still set to an Unresolved status type (Unresolved or Updated status), the assumption is that the agent is still working on the issue. As such the message uses the message base that indicates "We are continuing to work on your issue. If you have more information, update your question here." Similarly, if the incident is set to Waiting or Solved, the content of the message changes and uses different message bases accordingly.

You can verify this on your own site using a test incident and sending responses to your email account with the incident assigned to a different status each time.

Note: As of the November 2012 release, you can use message templates, per interface, to customize the content of your messages, including administrator notifications, administrator emails, and contact emails. See Answer ID 5380: Customizing notifications and email messages sent by Oracle Service Cloud.

Staff members can edit message bases only if their staff profile allows it. The staff profile must have the Configuration option enabled on the Administration tab.

Accessing Message Bases

To access message bases used in the incident response messages.

  1. From the Configuration menu, select System Configuration > Message Bases.
  2. Select the RightNow folder only from available filters.
  3. From the folder listing on the left, expand the RightNow folder and scroll down to select (as an example) Incident Response folder > Messages
  4. Message Bases relating to this message type are then listed with their default values.

Each message based has a text version (_TXT) and an (_HTML) version. The message base used depends on whether the Incident Response email message is HTML-enabled in the Email Messages table.

From the list of folders, you can determine which message base to edit. Then, click the message base and modify the Custom Text field and Save. You can copy your edited content in the Description field as well so that it will display when you click the Incident Response heading. You can also select Save on the main Message Base editor after you have finished editing multiple message bases to commit all changes.


Message Bases used in Responses

The top part of the incident response message is provided below for each status type. Your responses may have additional content, depending on whether you allow end-users to update their incidents via email or the Account - Support History page.

Solved Message: 

Recently you requested personal assistance from our on-line support center. Below is a summary of your request and our response. (REQ_ASSISTANCE_HTML/TXT_MSG)

If this issue is not resolved to your satisfaction, you may reopen it within the next 7 days. Thank you for allowing us to be of service to you. (IF_UNSATISFIED_UPDATE_HTML/TXT)

To update your question from our support site, click here. (This displays as a link to the Questions update page if enabled. ISSUE_UNRESOLVED_HTML/TXT_MSG)

Waiting Message: 

Recently you requested personal assistance from our on-line support center. Below is a summary of your request and our response. (REQ_ASSISTANCE_HTML/TXT_MSG)

We will assume your issue has been resolved if we do not hear from you within 48 hours. Thank you for allowing us to be of service to you. (ASSUME_SOLVED_HTML/TXT_MSG)

To update your question from our support site, click here. (This displays as a link to the Questions update page if enabled. ISSUE_UNRESOLVED_HTML/TXT_MSG)

Unresolved message: 

Recently you requested personal assistance from our on-line support center. Below is a summary of your request and our response. (REQ_ASSISTANCE_HTML/TXT_MSG)

We are continuing to work on your issue. If you have more information, updated your question here. (This displays as a link to the Questions update page if enabled.) (STILL_UNRESOLVED_HTML/TXT_MSG)


Additional Content in Email:

If EGW_ENABLED is set to Yes to allow updates via email and if EGW_REPLY_BETWEEN_ENABLED is set to Yes to require updates between the lines in the incident response, the additional content below is also included in the response (regardless of status type). The text below is also derived from message bases.

To update this question by email, please reply to this message. Because your reply will be automatically processed, you MUST enter your reply in the space below. Text entered into any other part of this message will be discarded. (UPD_QUEST_REPLY_HTML/TXT_MSG)

[===> Please enter your reply below this line <===] (REPLY_BEGIN_MSG)

[===> Please enter your reply above this line <===] (REPLY_END_MSG)


You can also input reusable text, referred to as Standard Text in incident responses.  For more information on Standard Text, refer to Answer ID 1001: Configuring a rule that sends a standard response to the customer.