Template Manager

The Template Manager facilitates communications between administration, operations, customer service, retail personnel, and their customers with pre-defined system templates and custom templates. Templates might be configured in either an email format for use as an email or in a layout format for other communications. Templates might be specific to a certain site or catalog in Order Management. This means that two or more templates used for the same business purpose might differ to reflect the business rules of a certain site or catalog.

• System templates are sent automatically through Order Management system events. Examples of system (predefined) templates include notification requesting payment or confirmation of sales orders, payments, and shipping orders.
  Note: With the enforcement of the PCI and Salesforce password policies beginning with the Order Management 17.4 release, five new system email templates related to the password policy and forgot password functionality have been added. Customizing these templates prior to this enforcement, enables administrators to prepare in advance for this password policy change.

  • Confirm Password Reset
  • Deletion Notice to Users
  • Email User Change Notification
  • Email User Password Reset
  • Inactive Notice to User
• Custom templates are manually sent. Order Management supports an unlimited number of custom templates for customer-facing documents, such as emails, invoices, reports.
  • A list of merge fields exist for each object type. The merge fields must match the object type to which the email or template is associated. For example, the invoice merge fields can only be used with templates for invoices, otherwise the merge field will not populate. For example, for orders, return orders, and invoices, price adjustment fields can be included. (Negative price adjustment values appear in parentheses.)
  • Template fields can be entered in uppercase, lowercase, or a mix of cases. For example, ##ATTRIBUTE_attribute_cd##, ##attribute_attribute_cd##, or ##ATTRIBUTE_ATTRIBUTE_CD##.
    Note: Some templates might use NVelocity merge fields. The syntax of these fields is preceded with a dollar sign ($'). For example, new user template fields, $activeUser.EmailAddress, $activeUser.FirstName, $activeUser.FullName, $activeUser.LastName, $activeUser.Locale, and $activeUser.PhoneNumber, can be added to an email template so that an email to a customer contains information about the currently logged in Customer Service agent.
  • The system automatically removes any special characters (ASCII range 0000 - 007F) from templates.
  • Localized text strings can be included using the Template Manager with the Resource Manager. When localizing custom templates:
    • Configure the countries that you want to enable for localization. The countries you specify are the countries that appear in all locale lists. See Configuring Localization.
    • Configure a new or existing resource (with localized text) in the Resource Manager. You need to include this new resource name in the custom template.

To create a custom template, follow these steps:

1. In Order Management Administration: click Settings > Templates. The Template Manager page opens with system and custom templates listed in the left panel.
   Note: Order Management is installed with system templates only. When creating a custom template, it must be associated to an object (such as an item, order, invoice, or payment) in order to be viewable. When creating and viewing orders in the Administration module or Customer Service Center, click the Template button to show a list of the custom templates.
2. Create a new template. There are two formats: plain text and HTML.
3. At the bottom of the page in the left panel, select Email from the Type list to create a new custom email template.
4. Enter a name for the new template in the Name field. For example,'Order Follow-Up'' to create a follow-up email to obtain customer feedback.
5. Click Add. The new template is listed in the custom group in the left panel.
6. Click on the new custom template. Click () or Edit in the Template section. You can copy and paste content from an existing system template. This can be done for plain text and HTML formats.
7. Repeat steps if you also want to copy and paste the HTML.
8. Click Update to update the template. Or click Cancel to exit without making changes.
9. Select the object, such as order, in the checkbox in the Attach To Object section. This defines the objects used by the template. The availability of the merge field information in the output depends on the object from which the email is initiated and on the objects that are set when defining the attribute.
10. You can preview the email text by clicking Preview. The Preview template: Custom Email page opens.
11. Select the object from the Object Type list (the first list ).
12. Enter an order number in the Identifier field (second field). For example, enter ‘Order’ from the list, and then enter ‘1002’ in the second field.
13. Select Text or HTML as the format you want shown.
14. Check the Show Possible Fields, if appropriate. This shows the possible merge fields available for that template based on the object selected.
15. Click Refresh. The content appears with the newly added template text. If you want to localize the text string, see Configuring Templates and Configuring Resources.

Fields and Buttons	Description
Catalog drop-down	A list of catalogs that can be specific to this template.
Site drop-down	A list of sites that can be specific to this template.
System template listing (left panel)	A listing of the system templates that are part of Order Management.
Custom template listing	A listing of any custom templates already created.
Type drop-down	A list of the types of templates: select either Email or Layout.
Name	A name for the custom template.
General Info section	Specifies if this template is custom or using a system default template.
Edit button and Pencil icon	Select to enter Edit mode of both plain text or HTML.
Template section with Text and HTML Previews	This area is initially empty when creating a custom template. These previews populate once you have entered new text or copy and paste content from an existing system template and the Preview button is selected.
Preview button	Click to refresh the page and view the entered text in plain text or HTML formats in the Preview sections. This validates the content entered.
Cancel button	Discards the content/text entered.