How to do the mail customization in ca sdm

In CA SDM (Service Desk Manager), mail customization refers to the process of modifying the email templates and notifications sent to customers, technicians, and other stakeholders. Here's a step-by-step guide on how to do mail customization in CA SDM:

Prerequisites:

1. You have a CA SDM system installed and configured.
2. You have the necessary permissions to modify the system settings.

Step 1: Access the Mail Customization Screen

1. Log in to the CA SDM system as an administrator.
2. Click on the "System" menu and select "Mail Customization" from the drop-down list.

Step 2: Create a New Mail Template

1. Click on the "New" button to create a new mail template.
2. Enter a name for the template in the "Template Name" field.
3. Select the type of mail template you want to create (e.g., Incident, Problem, Change Request, etc.).
4. Choose the language for the template (if applicable).
5. Click "Save" to save the template.

Step 3: Design the Mail Template

1. In the "Mail Template" screen, you can design the email template using a simple text editor.
2. Use the available placeholders (e.g., %incident_number%, %customer_name%, etc.) to insert dynamic data into the template.
3. You can also use HTML code to format the email template.

Step 4: Configure Mail Notifications

1. Click on the "Notifications" tab to configure the mail notifications.
2. Select the notification type (e.g., Incident Created, Incident Updated, etc.).
3. Choose the mail template you created in Step 2.
4. Configure the notification settings (e.g., recipient, subject, etc.).
5. Click "Save" to save the notification configuration.

Step 5: Test the Mail Customization

1. Create a new incident or update an existing one to trigger the mail notification.
2. Verify that the customized email is sent to the intended recipient(s).

Additional Tips:

• You can use the "Mail Template" screen to modify existing mail templates or create new ones.
• You can also use the "Notification" screen to configure mail notifications for specific events or conditions.
• Make sure to test your mail customization thoroughly to ensure that it works as expected.

By following these steps, you can customize the mail templates and notifications in CA SDM to meet your organization's specific needs and branding requirements.