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Template Visibility and Access

Templates can be created solely for personal use, or can be made publicly available to all users of the applicable communications features.

NOTE:  In general, templates that are created for group use should be created, modified, or reviewed by advanced users who have administrator privilege. Such users work with templates in the All Templates view in the Administration - Communications screen.

Depending on the context of use, which templates are displayed to a user, such as in the Body drop-down list, depends on the following factors:

• The setting of the Public check box for the template. Templates listed for a user will not include those for which Public was not checked. Templates the user created (such as in the My Templates view in the Communications screen) are not subject to this limitation.
• The specified channel (such as email or fax, or wireless message) for the template. Templates listed are only those applicable to the feature. For example, only email templates are listed for Send Email and other email features.
• The specified template type, such as Greeting, Body, or Closing. For the Send commands, the template type must be Body in order to appear in the Body drop-down list. For email replies, templates of each type are specified using a different drop-down list. (Template type is ignored for communication requests.)
• The specified language and locale for the template. For the Send Email and Send Fax, and Send Wireless Message commands, templates listed are only those for which the language and locale correspond to the user's outbound communications preferences. (If these user preferences are not set, these language and locale for the Application Object Manager are used—as applies for all Siebel client types.)

  For the Send Email command and for email replies, the user can specify overrides for the language and locale settings, in order to view a different set of templates to choose from.

• For simple templates used with the Send commands: the specified object (such as Account) for the template. Templates listed are only those for which the specified business object corresponds to the business component (such as Account) for the current applet when the user chose the Send command. Templates listed may also include those for which no object was specified.
• For templates used with the Send Email or Send Fax commands, or with email replies: the setting of the HTML Template check box for the template. In the Outbound Communications options of the User Preferences screen, users can specify a default message format of either Plain Text or HTML. This user preference setting is specified separately for Send Email (and Send Fax) and for Email Response. In each context of use:
  • If the preference setting is HTML, templates listed are only those for which HTML Template is checked.
  • If the preference setting is Plain Text, templates listed are only those for which HTML Template is not checked.