Product Documentation

Customize workflow approval notifications

Jun 05, 2015
Updated: 2013-03-04

The Workflow Approval feature includes a set of XSL templates that are used to create the notification emails that are sent when approval requests are generated. Service Provider Administrators can customize these templates according to their needs or create new templates for specific services.

Notification emails are composed of the Header and Footer template and an Email Content template. The Header and Footer template defines the overall look and feel of all notification messages. Email Content templates define the text used for specific actions and services.

Services Manager includes Email Content templates for the following actions:
  • Provisioning and deprovisioning customers or users
  • Provisioning and deprovisioning services for a customer or user
  • Provisioning the DNS service for a customer
  • Provisioning the Reseller service for a customer

Each Email Content template includes text for approval requests and approval responses.

After you customize a template, you can preview your changes by clicking the Workflow Approval preview link located on the Customer Details, User Details, customer services, and user services pages.

To customize an existing workflow notification template

  1. From the Services Manager menu bar, select Workflow > Configuration > Approval Emails.
  2. From the template list, click the template you want to customize. The XSL editor page appears.
  3. If you are customizing an Email Content template, click the Request or Response tab to select the content you want to customize.
  4. Make the appropriate changes using well-formed XSL tags.
  5. Click Save.

To create a new Email Content template

You can create new Email Content templates for notifications about customer and user actions or about specific services in your deployment.
Note: If you attempt to create a new template for an action or service that already exists in the template list, a new template is not created and the existing template is not overwritten. Instead, the existing template opens so you can customize it.
  1. From the Services Manager menu bar, select Workflow > Configuration > Approval Emails.
  2. Under Create Notifications, perform the following actions:
    1. In Category, select the type of notification you want to create. For example, select User Service for notifications about a user's access to a service.
    2. In Event, select the action about which you want to notify approvers.
    3. In Service, select the service for which you want to create the notification. This field is available when you select the Customer Service or User Service categories.
    4. Click New Message. An empty XSL editor page appears.
  3. Click the Request or Response tab to select the type of content you want to insert. For example, click the Request tab to add text for an approval request notification.
  4. When you are finished, click Save.