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</style><p><strong>In this guide we will cover:</strong></p><p><strong>- Email templates and when they are used</strong></p><p><strong>- Variables</strong></p><p><br></p><p><br></p><p><strong>Admin Guides:</strong></p><ul><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1803/" target="_blank" rel="noopener noreferrer"><strong>Email Templates</strong></a></li></ul><p><br></p><p><strong>Related Guides:</strong></p><ul><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1909/" target="_blank" rel="noopener noreferrer"><strong>Email Templates</strong></a></li></ul><p><br></p><p><strong><span style="font-size: 14pt;">Email templates and when they are used</span></strong></p><p>Email templates in Halo are used to create pre-formatted emails. These templates can be found in Configuration > Email > Email Templates. Each template can be edited to be customised however, each template is linked to a 'system use', which means the same template will be sent out for particular functions in Halo. In this guide we will run through each template's system use. </p><p><br></p><p>Each template has an ID, the ID of the template will determine what it is used for. The ID is hard coded and cannot be changed which is why the correct template needs to be edited according to it's system use. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZmMWYwZGYwLThjZWQtNDQzNC04MWNiLTVlNGNmZDc3YmRlZiJ9.q9tLc4kf5K4rBEvIOsuYYxUEBp8kLUyv0j4WLminzkY" class="fr-fic fr-fil fr-dib" width="1141" style="width: 1143px; height: 647.7px;" height="648"></p><p><strong><span style="font-size: 10pt;">Fig 1. Email templates</span></strong></p><p><br></p><p><strong>ID 1 New Ticket Logged</strong> - This template will be used to send users new ticket logged acknowledgements. If the ticket has been logged outside of working hours template with ID 150 will be used. </p><p><br></p><p><strong>ID 11 Ticket Update</strong> - This template will be used as the default template when sending an email from a ticket. The template used can be overridden against the action but this template is the default. </p><p><strong><br></strong></p><p><strong>ID 14 Ticket Closed</strong>- This template will be used as the default closure confirmation of the ticket to the user. When an action is used that changes the status of the ticket to closed and the action is set to send the default template, this is the template that will be used. If you have pending closure procedures enabled you can choose between this template and template ID 327 to be sent for closure confirmation. </p><p><br></p><p><strong>ID 32 Technician Update </strong>- This is the default template used for notifications that are set to send to agents. When a notification is configured to send to an agent this is the template that will send by default. But this can be overridden per notification. </p><p><br></p><p><strong>ID 35 Supplier Ticket</strong> - This is the template that will be used when an action is used with the system use "Log to Supplier". This will be the template used when the action is set to send the default template, but can be overridden by changing the template selected. For more information on suppliers, check out the "<a href="https://usehalo.com/haloitsm/guides/2101/" target="_blank" rel="noopener noreferrer"><strong>Suppliers in Halo</strong></a>" guide.</p><p><br></p><p><strong>ID 38 Closure Reminde</strong>r - This template will be sent to remind the user their ticket has been closed. This is only applicable if you have pending closure procedures enabled and closure reminders enabled. For more information on closure procedures, check out the "<a href="https://usehalo.com/haloitsm/guides/1930/" target="_blank" rel="noopener noreferrer"><strong>Closure Procedures (End-User Closure Confirmation)</strong></a>" guide.</p><p><br></p><p><strong>ID 41 Ticket Closed Automatically</strong> - This template will be sent to confirm closure of the ticket when the ticket is closed automatically. This requires end user closure conformation procedures to be enabled and "Send email to End-User when Ticket is automatically closed" in Configuration > Tickets > General Settings to be enabled. </p><p><br></p><p><strong>ID 50 Approval Message </strong>- This is the default template that will be sent out to approvers to request their approval during approval processes. The template used for this can be overridden per approval step. For more information on approvals, check out the "<a href="https://usehalo.com/haloitsm/guides/2396/" target="_blank" rel="noopener noreferrer"><strong>Approval Processes Overview</strong></a>" guide.</p><p><br></p><p><strong>ID 53 Approval Outcome</strong> - This is the default template that will be sent out to agents/users to inform them of the result of an approval process. The template used for this can be overridden per approval step. For more information on approvals, check out the "<a href="https://usehalo.com/haloitsm/guides/2396/" target="_blank" rel="noopener noreferrer" id="isPasted"><strong>Approval Processes Overview</strong></a>" guide.</p><p><br></p><p><strong>ID 56 Supplier Recall Message</strong> - This is the default template used when an action with system use 'Supplier Recall' is used. This can be overridden by changing the email template set to send on the action. For more information on suppliers, check out the "<a href="https://usehalo.com/haloitsm/guides/2101/" target="_blank" rel="noopener noreferrer"><strong>Suppliers in Halo</strong></a>" guide.</p><p><br></p><p><strong>ID 59 Supplier SLA Breach Message</strong> - This is the template that will be sent to the supplier when the supplier has breached their assigned SLA to notify them of the breach. For more information on suppliers, check out the "<a href="https://usehalo.com/haloitsm/guides/2101/" target="_blank" rel="noopener noreferrer" id="isPasted"><strong>Suppliers in Halo</strong></a>" guide.</p><p><br></p><p><strong>ID 62 Supplier Message</strong> - This is the default template that will be sent when using an action with the system use 'Email Supplier'. This can be overridden by changing the email template against the action. For more information on suppliers, check out the "<a href="https://usehalo.com/haloitsm/guides/2101/" target="_blank" rel="noopener noreferrer" id="isPasted"><strong>Suppliers in Halo</strong></a>" guide.</p><p><br></p><p><strong>ID 65 Ticket in Progress</strong> - This template will be sent when the agent completes an action that logs a response and responses are set to send a 'response email'. This is configured in Configuration > Service Level Agreements > General Settings. For more information on responses, check out the "<a href="https://usehalo.com/haloitsm/guides/1918/" target="_blank" rel="noopener noreferrer"><strong>Working on Tickets</strong></a>" guide.</p><p><br></p><p><strong>ID 74 Sales Order</strong> - This is deprecated and ID 165 is used in its place.</p><p><br></p><p><strong>ID 80 Welcome Email</strong> - This template will be used when a welcome email is sent to users. Agents can send welcome emails to users manually by using the 'Send Welcome email' button against the user profile. Welcome emails will automatically send to users when user accounts are created (either from the portal, imports or integrations) if 'Send welcome email to new Users' is enabled in Configuration > Self Service Portal. For more information on the self-service portal, check out it's "<a href="https://usehalo.com/haloitsm/guides/1993/" target="_blank" rel="noopener noreferrer"><strong>Introduction</strong></a>" guide.</p><p><br></p><p><strong>ID 86 Unapproved Change Message</strong> - This template will be used to send an agent a notification when the agent is assigned to a change request ticket but the change has not yet been approved. The notification will send the configured number of days before the 'Start date' of the change request. This is dependent on unapproved change request reminders being configured under Configuration > Tickets > Approval Process. For more information on changes, check out the "<a href="https://usehalo.com/haloitsm/guides/1926/" target="_blank" rel="noopener noreferrer"><strong>Change Management</strong></a>" guide.</p><p><br></p><p><strong>ID 89 SLA Hold Reminder Message </strong>- This template will be used to send a reminder email to a user when the ticket is on SLA hold as a response from the user is required. This requires SLA hold reminders to be enabled and configured in Configuration > Service Level Agreements > General Settings. For more information on SLA hold, check out the "<a href="https://usehalo.com/haloitsm/guides/1927/" target="_blank" rel="noopener noreferrer"><strong>Service Level Agreements (SLAs)</strong></a>" guide.</p><p><br></p><p><strong>ID 92 Quotation Message </strong>- This template will be used when sending a quotation to a customer from the quotation screen. When sending a quotation using an action on a ticket this will be the default template used, but this can be overridden by changing the template against the action. For more information on quotations, check out the "<a href="https://usehalo.com/halopsa/guides/1986" target="_blank" rel="noopener noreferrer"><strong>Creating Quotations</strong></a>" guide.</p><p><br></p><p><strong>ID 95 Supplier PO Message </strong>- This template will be used when sending the supplier a purchase order using the "Send" button against the purchase order. For more information on suppliers, check out the "<a href="https://usehalo.com/halopsa/guides/2101" target="_blank" rel="noopener noreferrer" id="isPasted"><strong>Suppliers in Halo</strong></a>" guide.</p><p><br></p><p><strong>ID 100 - 127</strong> - These templates are not in use. </p><p><br></p><p><strong>ID 130 Approval of PO Message</strong> - This template will be used when sending an email to a user/agent request approval of a purchase order. If you are using the simple purchase order approval functionality only this template can be used for the request approval email. If you are using ticket approval processes for purchase order approvals you can override the template used for approval on the approval process step. For more information on these approvals, check out the "<a href="https://usehalo.com/haloitsm/guides/1991/" target="_blank" rel="noopener noreferrer"><strong>Purchase Orders</strong></a>" guide.</p><p><br></p><p><strong>ID 136 Invoice Email Subject</strong> - This template will be used when sending a user an invoice. For more information on invoicing, check out the "<a href="https://usehalo.com/halopsa/guides/1113" target="_blank" rel="noopener noreferrer"><strong>Invoicing in Halo Explained</strong></a>" guide.</p><p><br></p><p><strong>ID 139 Release Email Subject </strong>- This template will be used when sending an email to inform users of a new software release. For more information on software release functionality, check out the "<a href="https://usehalo.com/haloitsm/guides/1155/" target="_blank" rel="noopener noreferrer"><strong>Software Releases</strong></a>" guide.</p><p><br></p><p><strong>ID 147 User Validate Email Subject</strong> - This template has been deprecated, template ID 255 will be used instead. </p><p><br></p><p><strong>ID 142 Merged Request Subject </strong>- This template has been deprecated and is no longer used. When a ticket is merged into another ticket users/agents will not receive an email conformation. </p><p><br></p><p><strong>ID 150 New Ticket Logged (Out of Hours) </strong>- This template will be used to send a user a ticket logged acknowledgement email if they have logged the ticket outside of working hours. This will only be used if you have 'Use a separate email template for new tickets logged out of hours' under config> service level agreements > general settings. The working hours of the ticket will be determined by the working hours assigned to the SLA of the ticket. For more on SLA working hours, check out the "<a href="https://usehalo.com/haloitsm/guides/1928/" target="_blank" rel="noopener noreferrer"><strong>SLA Workdays</strong></a>" guide.</p><p><br></p><p id="isPasted"><strong>ID 153 Client Contract</strong> - This template has been deprecated, ID 261 is used in its place. </p><p><br></p><p><strong>ID 156 End User Appointment Email Subject</strong> - This template will be used to invite the invitees to an appointment if appointment invite emails are enabled in Configuration > Calendars and Appointments > General Settings, "Allow the sending of appointment invite emails". For more information on appointments, check out the "<a href="https://usehalo.com/haloitsm/guides/1939/" target="_blank" rel="noopener noreferrer"><strong>Appointments</strong></a>" guide.</p><p><br></p><p><strong>ID 159 Status Changed </strong>- This template has been deprecated and is no longer used. </p><p><br></p><p><strong>ID 165 Order Confirmation Subject</strong> - This is the default template that will be used to send a sales order confirmation to a user when the "Send" button is used against a sales order. For more information on sales orders, check out the "<a href="https://usehalo.com/halopsa/guides/1990" target="_blank" rel="noopener noreferrer" id="isPasted"><strong>Sales Orders</strong></a>" guide.</p><p><br></p><p id="isPasted"><strong>ID 171 Feedback Notification Subject </strong>- This template is no longer used as its functionality has been deprecated. </p><p><br></p><p id="isPasted"><strong>ID 174 KB Article Email Subject </strong>- This template has been deprecated, ID 312 is used in its place.</p><p><br></p><p><span style="color: rgb(0, 0, 0);"><strong>ID 180 Closed Ticket Update Reply Subject </strong>- This template will be used to send an automatic reply to a user when the user emails in to a ticket that has been closed and been configured to not be able to be reopened by emails from the user. This is configured under the settings of each ticket type. For more information of how to enable this, check out the "</span><span style="color: rgb(0, 0, 0);"><a href="https://usehalo.com/haloitsm/guides/1930/" target="_blank" rel="noopener noreferrer"><strong>Closure Procedures (End-User Closure Confirmation)</strong></a></span><span style="color: rgb(0, 0, 0);">" guide.</span></p><p><br></p><p><span style="color: rgb(0, 0, 0);"><strong>ID 183 Remote Support Invitation </strong>- This template will be used to send a user an invitation to a remote support session. This is used in conjunction with remote session integrations such as </span><span style="color: rgb(0, 0, 0);"><a href="https://usehalo.com/haloitsm/guides/1273/" target="_blank" rel="noopener noreferrer"><strong>GoToAssist</strong></a></span><span style="color: rgb(0, 0, 0);"> and </span><span style="color: rgb(0, 0, 0);"><a href="https://usehalo.com/haloitsm/guides/1033/" target="_blank" rel="noopener noreferrer"><strong>Beyond Trust</strong></a></span><span style="color: rgb(0, 0, 0);">. </span></p><p><br></p><p><strong>ID 186 Password Reset </strong>- This template is used to send an email to a user when they use the link in the portal to reset their password. This template contains the variable $-PASSWORDRESETLINK this will create the link that the user needs to follow to reset their password. For more information on the self-service portal, check out the self service portal "<a href="https://usehalo.com/haloitsm/guides/1993/" target="_blank" rel="noopener noreferrer"><strong>Introduction</strong></a>" guide.</p><p><br></p><p><strong>ID 189 Password reset confirmation </strong>- This template is used to send an email to a user when they have reset their password successfully using the link in the portal. For more information on the self-service portal, check out the self service portal "<a href="https://usehalo.com/haloitsm/guides/1993/" target="_blank" rel="noopener noreferrer" id="isPasted"><strong>Introduction</strong></a>" guide.</p><p><br></p><p><strong>ID 192 Appointment Reminder</strong> - This template is used when appointment reminders are sent out via email. For more information on appointments, check out the "<a href="https://usehalo.com/haloitsm/guides/1939/" target="_blank" rel="noopener noreferrer" id="isPasted"><strong>Appointments</strong></a>" guide.</p><p><br></p><p><strong>ID 195 Appointment Schedule</strong> - This template is used when the "Send outstanding appointment emails" button is used against a contract. This will send an email containing the remaining appointments scheduled against this contract. For more information on appointments, check out the "<a href="https://usehalo.com/haloitsm/guides/1939/" target="_blank" rel="noopener noreferrer" id="isPasted"><strong>Appointments</strong></a>" guide.</p><p><br></p><p><strong>ID</strong><strong> 198 Contract Schedule Closure </strong>- This template is no longer used as its functionality has been deprecated. </p><p><br></p><p><strong>ID 201 Two Factor Verification Code</strong> - This template will be used to send a 2FA verification code to users/agents when logging in. This is dependent on 2FA via email being enabled. The variable $-CODE is used in the template to generate the 2FA code. For more information on 2FA, check out the "<a href="https://usehalo.com/haloitsm/guides/921/" target="_blank" rel="noopener noreferrer"><strong>Setting up Two Factor Authentication</strong></a>" guide.</p><p><br></p><p><strong>ID 204 Project Schedule</strong> - This template is used to send the user an email summarising the outstanding appointments for a project. This is sent when the 'Create appointment email' button, against a project, is used. For this buttons to appear the project will need to be using a view that contains the 'appointment' column profile, and have outstanding appointments against the project tasks. For an overview on projects, check out the "<a href="https://usehalo.com/haloitsm/guides/2014/" target="_blank" rel="noopener noreferrer"><strong>Project Management Configuration</strong></a>" guide.</p><p><br></p><p><strong>ID 231 Email Address Confirmation</strong> - This template will be used when emails are sent to agents for them to confirm their email address. Agents will need to confirm their email address when setting up a new account, this email can also be sent manually when the 'Resend email confirmation' button is used against the agent profile. For more information on setting up an agent account, check out the "<a href="https://usehalo.com/haloitsm/guides/877/" target="_blank" rel="noopener noreferrer"><strong>Creating Agents and Editing Agent Details</strong></a>" guide.</p><p><br></p><p><strong>ID 234 Agent Invitation</strong> - This template will be used when an someone is invited to create an agent account in your Halo. People can be invited to set up an agent account by using the "Invite" button under Configuration > Teams and Agents > Agents. For more information on setting up an agent account, check out the "<a href="https://usehalo.com/haloitsm/guides/877/" target="_blank" rel="noopener noreferrer" id="isPasted"><strong>Creating Agents and Editing Agent Details</strong></a>" guide.</p><p><br></p><p><strong>ID 240 Ticket Closed Automatically (SLA) </strong>- This template will be used to send the user an email when the ticket has been closed automatically in line with settings against the SLA. If SLA hold reminders are enabled for the SLA and are configured to close the ticket after 1st/2nd warning level is reached this template will be used to confirm closure. If the ticket has closed automatically as it has breached the global closure threshold (configured in Tickets > General Settings) template ID 41 will be used instead. For more information on SLA closure, check out the "<a href="https://usehalo.com/haloitsm/guides/1927/" target="_blank" rel="noopener noreferrer"><strong>Service Level Agreements (SLAs)</strong></a>" guide.</p><p><br></p><p id="isPasted"><strong>ID 243 Service Status update</strong> - This template will be used to send a bulk email to the users/agents who are following a service when the status of the service has been updated, if they are set to receive bulk email updates. That is, when a service status changes a bulk email will be sent out to certain followers of the service. Followers of the service will receive bulk email updates if they are a 'Stakeholder subscriber' type. Subscriber types are set when agents assign subscribers to a service in the agent application, or if a user subscribes themselves they will be a 'Stakeholder subscriber' if they select the 'Keep my updated' button. For more information on statuses of monitored services, check out "<a href="https://usehalo.com/haloitsm/guides/1998/" target="_blank" rel="noopener noreferrer"><strong>The Service Catalogue</strong></a>" guide.</p><p><br></p><p><strong>ID 246 Quote approved </strong>- This template is used when agents/users are notified that their quote has been approved. This email will send automatically after the quote approval outcome if 'Send the User an email after a Quote is Accepted' under Configuration > Quotations, is enabled. For more information on quote approvals, check out the "<a href="https://usehalo.com/haloitsm/guides/1988/" target="_blank" rel="noopener noreferrer"><strong>Approving Quotes Overview</strong></a>" and "<a href="https://usehalo.com/haloitsm/guides/2327/" target="_blank" rel="noopener noreferrer"><strong>Internal Quote Approvals</strong></a>" guides.</p><p><br></p><p><strong>ID 249 Approval of Quote</strong> - This template is used when approval of a quote is requested. This will be sent to the agent/users who need to provide approval for a quote. If you are using ticket approval processes for quote approvals the template used can be overridden against each approval step. For more information on quote approvals, check out the "<a href="https://usehalo.com/haloitsm/guides/1988/" target="_blank" rel="noopener noreferrer" id="isPasted"><strong>Approving Quotes Overview</strong></a>" and "<a href="https://usehalo.com/haloitsm/guides/2327/" target="_blank" rel="noopener noreferrer"><strong>Internal Quote Approvals</strong></a>" guides.</p><p><br></p><p id="isPasted"><strong>ID 252 Welcome Email (Quote)</strong> - This template has been deprecated, ID 80 is used in its place. </p><p><br></p><p><strong>ID 255 New User account request</strong> - This template will be used when a user is setting up an account through the portal to have the user confirm their email address. The variable $-CODE is used to generate the link for users to confirm their email. For more information on the self-service portal, check out it's "<a href="https://usehalo.com/haloitsm/guides/1993/" target="_blank" rel="noopener noreferrer" id="isPasted"><strong>Introduction</strong></a>" guide.</p><p><br></p><p><strong>ID 258 Approval Reminder - $USERNAME</strong> -This template will be used to send approvers a reminder emails if they have not approved/rejected a request after the set amount of time. Approval reminders are configured against each step of the approval process. This can be overridden with a custom template. For more information on approvals, check out the "<a href="https://usehalo.com/haloitsm/guides/1988/" target="_blank" rel="noopener noreferrer"><strong>Approval Processes Overview</strong></a>" guide.</p><p><br></p><p><strong>ID 261 Contract email subject </strong>- This template will be used when a contract is sent to a customer using the "Send" button against the contract. For more information on contracts/agreements, check out the "<a href="https://usehalo.com/halopsa/guides/1975" target="_blank" rel="noopener noreferrer"><strong>Creating an Agreement/Recurring Invoice for a customer</strong></a>" guide.</p><p><br></p><p id="isPasted"><strong>ID 270 User Status Reminder</strong> - This is the default template used to inform the user the ticket status has not changed for x amount of time, or has change automatically, this is configured against the ticket status in the "Email Settings" section. Status update/reminder emails are configured against each ticket status, to have an email sent to the user if the ticket has not changed status for for x amount of time, or to change the status automatically after this amount of time. The template used for this email can be overridden against each status (with a custom template). For more information on this, check out the "Email Settings" section of the "<a href="https://usehalo.com/haloitsm/guides/1929/" target="_blank" rel="noopener noreferrer"><strong>Statuses</strong></a>" guide. </p><p><br></p><p><strong>ID 264 Stripe Payment Confirmation</strong> - This template will be used to send users confirmations of payments made using the Stripe integration. This is dependent on the setting 'Send an email when payments are made successfully' against the Stripe integration being enabled. For more information on setting up stripe payments, check out the "<a href="https://usehalo.com/halopsa/guides/1493" target="_blank" rel="noopener noreferrer"><strong>Stripe Integration</strong></a>" guide.</p><p><br></p><p><strong>ID 273 NHServer Error Report</strong> - This template has been deprecated following the depreciation of NHServer. For more information on this see our article <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1754/" id="isPasted" target="_blank" rel="noopener noreferrer"><strong>here</strong></a>. </p><p><br></p><p><strong>ID 276 Payment Notification</strong> - This template will be used when a payment has been added to an invoice by an integration (excluding Stripe payments). The email list this email will be sent to is configured under Configuration > Billing > <a href="https://usehalo.com/halopsa/guides/1349" target="_blank" rel="noopener noreferrer"><strong>General Settings</strong></a>. </p><p><br></p><p><strong>ID 279 Invoice Approved</strong> - This template will be used to send a notification when a new recurring invoice has been approved. The notification will be sent to the agent who created the recurring invoice when the invoice is approved, dependent on invoice approvals being enabled. For more information on setting up these approvals, check out the "<a href="https://usehalo.com/halopsa/guides/2399" target="_blank" rel="noopener noreferrer"><strong>Recurring Invoice Approvals</strong></a>" guide.</p><p><br></p><p><strong>ID 282 Approval of invoice</strong> - This template will be used when approval is requested from an approver for a recurring invoice. The variable $INVOICELINK in the template provides a link to the invoice in Halo. For more information on setting up these approvals, check out the "<a href="https://usehalo.com/halopsa/guides/2399" target="_blank" rel="noopener noreferrer" id="isPasted"><strong>Recurring Invoice Approvals</strong></a>" guide.</p><p><br></p><p><strong>ID 285 Stripe Payment Failure</strong> - This template will be used to notify a user when an attempted payment using Stripe has failed. Only if you are using Halo for Stripe payment confirmations and not Stripe (this is configured under the Stripe integration module). For more information on setting up stripe payments, check out the "<a href="https://usehalo.com/halopsa/guides/1493" target="_blank" rel="noopener noreferrer" id="isPasted"><strong>Stripe Integration</strong></a>" guide.</p><p><br></p><p><strong>ID 291 Password Changed </strong>- This template will be used to notify a user that their password has been changed, either by an agent or when the user changes this in the portal. This is dependent on account security emails being configured to notify users of password changes, configured in Configuration > <a href="https://usehalo.com/haloitsm/guides/1870/" target="_blank" rel="noopener noreferrer"><strong>Security & Performance</strong></a> > Account security emails section. </p><p><br></p><p id="isPasted"><strong>ID 294 User name changed</strong> - This template will be used to notify a user that their username has been changed. This is dependent on account security emails being configured to notify users of user name changes, configured in Configuration > <a href="https://usehalo.com/haloitsm/guides/1870/" target="_blank" rel="noopener noreferrer"><strong>Security & Performance</strong></a> > Account security emails section. </p><p><br></p><p><strong>ID 297 Email Address changed</strong> - This template will be used to notify a user that their email address has been changed. This is dependent on account security emails being configured to notify users of email address changes, configured in Configuration > <a href="https://usehalo.com/haloitsm/guides/1870/" target="_blank" rel="noopener noreferrer"><strong>Security & Performance</strong></a> > Account security emails section. </p><p><br></p><p id="isPasted"><strong>ID 300 Two factor enabled </strong>- This template will be used to notify a user that 2FA for their account has has been enabled. This is dependent on account security emails being configured to notify users of 2FA changes, configured in Configuration > Security & Performance > Account security emails section. For more information on 2FA, check out the "<a href="https://usehalo.com/haloitsm/guides/921/" target="_blank" rel="noopener noreferrer" id="isPasted"><strong>Setting up Two Factor Authentication</strong></a>" guide.</p><p><br></p><p><strong>ID 303 Two factor disabled</strong> - This template will be used to notify a user that 2FA for their account has has been disabled. This is dependent on account security emails being configured to notify users of 2FA changes, configured in Configuration > Security & Performance > Account security emails section. For more information on 2FA, check out the "<a href="https://usehalo.com/haloitsm/guides/921/" target="_blank" rel="noopener noreferrer" id="isPasted"><strong>Setting up Two Factor Authentication</strong></a>" guide.</p><p><br></p><p><strong>ID 306 Authenticator app configured</strong> - This template will be used to notify a user that an authenticator app has been configured for their account. This is dependent on account security emails being configured to notify users of authenticator app changes, configured in Configuration > <a href="https://usehalo.com/haloitsm/guides/1870/" target="_blank" rel="noopener noreferrer"><strong>Security & Performance</strong></a> > Account security emails section. For more information on 2FA, check out the "<a href="https://usehalo.com/haloitsm/guides/921/" target="_blank" rel="noopener noreferrer" id="isPasted"><strong>Setting up Two Factor Authentication</strong></a>" guide.</p><p><br></p><p><strong>ID 309 Authenticator app removed</strong> - This template will be used to notify a user that an authenticator app has been disabled for their account. This is dependent on account security emails being configured to notify users of authenticator app changes, specifically the setting 'Authenticator app codes reset', configured in Configuration > <a href="https://usehalo.com/haloitsm/guides/1870/" target="_blank" rel="noopener noreferrer"><strong>Security & Performance</strong></a> > Account security emails section. For more information on 2FA, check out the "<a href="https://usehalo.com/haloitsm/guides/921/" target="_blank" rel="noopener noreferrer" id="isPasted"><strong>Setting up Two Factor Authentication</strong></a>" guide.</p><p><br></p><p><strong>ID 312 Send Knowledge Base article</strong> - This template will be used when a knowledge base article is sent out from the knowledge base using the "Send" button against the article. For more information on knowledge base articles, check out the "<a href="https://usehalo.com/haloitsm/guides/2042/" target="_blank" rel="noopener noreferrer"><strong>An Introduction to the Knowledge Base</strong></a>" guide.</p><p><br></p><p><strong>ID 315 Timesheet Rejected </strong>- This template will be used to send an email to an agent when the agent has submitted their timesheets for approval an the timesheet has been rejected. This is dependent on "Send Timesheet rejection emails" being enabled in Configuration > Time Management. For more information on how to configure approvals, check out the "<a href="https://usehalo.com/halopsa/guides/1925" target="_blank" rel="noopener noreferrer"><strong>Timesheet Approvals</strong></a>" guide.</p><p><br></p><p><strong>ID 318 Quote viewed by End User</strong> - This template will be used to send an email notification to an agent (the agent assigned the ticket linked to the quote) when the user has viewed their quote in the end user portal. This is dependent on 'Notify the agent when a quotation is viewed by the end-user' being enabled (in Configuration > Quotations). For more information on user viewing, check out the "<a href="https://usehalo.com/halopsa/guides/1997" target="_blank" rel="noopener noreferrer"><strong>Viewing Quotes</strong></a>" guide.</p><p><br></p><p><strong>ID 321 Asset Drop Off Arranged </strong>- This template will be used when an action with system use 'Create drop off' is used to email the user details of their drop-off. This is used in conjunction with the LapSafe integration. For more information on this integration, check out the "<a href="https://usehalo.com/haloitsm/guides/2411/" target="_blank" rel="noopener noreferrer"><strong>LapSafe Integration</strong></a>" guide.</p><p><br></p><p><strong>ID 324 Asset Collection arranged</strong> - This template will be used when an action with system use 'Create collection' is used to email the user details of their collection. This is used in conjunction with the LapSafe integration. For more information on this integration, check out the "<a href="https://usehalo.com/haloitsm/guides/2411/" target="_blank" rel="noopener noreferrer" id="isPasted"><strong>LapSafe Integration</strong></a>" guide.</p><p><br></p><p><strong>ID 327 Ticket Closed (Pending Closure)</strong> - This template can be used when an action is used that changes the status of the ticket to closed and the action is set to send the default template when you have pending closure procedures enabled. You can choose between this template and template 14 to be sent for closure confirmation. For more information on closure procedures, check out the "<a href="https://usehalo.com/haloitsm/guides/1930/" target="_blank" rel="noopener noreferrer" id="isPasted"><strong>Closure Procedures (End-User Closure Confirmation)</strong></a>" guide.</p><p><br></p><p><strong>ID 330 Quote Rejected </strong>- This template is used when agents are notified that their quote has been rejected. This email will send automatically after the quote approval outcome if 'Notify the Agent after a Quote is Rejected' under Configuration > Quotations, is enabled. For more information on rejected quotes, check out the "<a href="https://usehalo.com/halopsa/guides/1989" target="_blank" rel="noopener noreferrer"><strong>Quotation Status</strong></a>" guide.</p><p><br></p><p><strong>ID 333 Asset Swap Arranged</strong> - This template will be used when an action with system use 'Create swap' is used to email the user details of their swap. This is used in conjunction with the LapSafe integration. For more information on this integration, check out the "<a href="https://usehalo.com/haloitsm/guides/2411/" target="_blank" rel="noopener noreferrer" id="isPasted"><strong>LapSafe Integration</strong></a>" guide.</p><p><br></p><p><strong>ID 336 Timesheet Incomplete</strong> - This template is used to send agents notifications when they have not completed their timesheet that day. This is only applicable if you are using the timesheets functionality and have enabled 'incomplete timesheet notifications' under Configuration > Time Management and you have enabled "Send notification email when my Timesheet is incomplete" against the agent's preferences. For more information on incomplete timesheet notifications, check out the guide on "<a href="https://usehalo.com/halopsa/guides/2257" target="_blank" rel="noopener noreferrer"><strong>How to Configure Timesheets</strong></a>".</p><p><br></p><p><strong>ID 339 Managed Agents' Timesheet Incomplete</strong> - This is used to send managers of agents notifications when the agents they manage have not completed their timesheet. This is only applicable if you are using the timesheets functionality and have enabled 'incomplete timesheet notifications' under Configuration > Time Management, and you have enabled "Send notification email when Agents I manage have incomplete Timesheets" against the managing agent's preferences. For more information on incomplete timesheet notifications, check out the guide on "<a href="https://usehalo.com/halopsa/guides/2257" target="_blank" rel="noopener noreferrer" id="isPasted"><strong>How to Configure Timesheets</strong></a>".</p><p><br></p><p><strong>ID 342 Credit Note</strong> - This template is used when sending a user a credit note using the "Send" button against the credit note. For more information about what credit notes are used for, check out the "<a href="https://usehalo.com/halopsa/guides/2276" target="_blank" rel="noopener noreferrer"><strong>Credit Notes</strong></a>" guide.</p><p><br></p><p><strong>ID 351 Quote Countersigning</strong> - This template is sent automatically when using emails for quotation countersigning. For more information on this, check out the "<a href="https://usehalo.com/halopsa/guides/1988" target="_blank" rel="noopener noreferrer"><strong>Approving Quotes Overview</strong></a>" guide.</p><p><br></p><p><strong><span style="font-size: 14pt;">Variables</span></strong></p><p>Templates will often contain $-Variables to pull live data into the template. Templates will come with the required variable to assist with their system use out-of-the-box. If you see a variable in a template and you are unsure what it does head to <a data-fr-linked="true" href="https://YOURHALODOMAIN.com/variables">https://YOURHALODOMAIN.com/variables</a> and search the variable here to see what it does. </p><p><br></p><p><br></p>
