Background and Concept

Product platform doesn’t support multi-language email notifications by itself, so this has added via baseline configuration to have it as out-of-the-box capability. This is data customizable content, so it is easy for customers and customer administrators to modify message contents dynamically via data, with no need to touch the configuration.

• Rich text supported in content.
• Multilanguage supported.
• New language can also be added via data.
• Notification automations themselves are generic. 
• There are certain limitations to the style of content you can make, but it is possible to experiment and extend the capabilities as needed.

Current Use Cases in Baseline

Five templates have these by default, mostly Ticket:

Some aimed towards customers, some towards internal personnel.

Language selection by default: English, Finnish, Swedish, German, Polish, Spanish, Dutch, Czech, Norwegian, Turkish

Checklist To-Do for a New Notification

• Ticket (or such other “notifying data template”)
  • (any possibly needed helper attributes for the logic needs)
  • Reference to E-mail notification with expression.
  • Notification mapped with macros via ^ (Event / VWA / AMS) .
• E-mail notification
  • New static value to X email template type attribute for this specific notification.
  • If new template, add new X email template type attribute and Sender’s email address for X attribute for use cases where the sender address is not drawn dynamically.
  • Reference to Language with expression, in the appropriate Technical class.
  • Datacard(s) for notification with desired content per language.
• Language
  • Backreference to E-mail notification.

Things to Know / Know Issues

• Remember to make sure each Person and Team has the correct language set for them and if possible, automate these via EPE or such.
• Disable to hide not needed E-mail notification datacards for clarity / simplicity.
• In some of the logics, these scenarios would not update the reference to changed language notification: Ticket has no customer on creation (gets added later), Customer language changes after Ticket creation, Ticket customer changes.
  • → You may want to adjust this in the expression!
• Earlier baseline did not clear the relations from tickets toward E-mail notification in the end of lifecycle, but now this is also handled properly
  • →Always do this to clear un-needed references!