Template Configuration

The Template Configuration module allows administrators to manage and customize predefined email templates used across the Infraon Infinity platform. These templates are used for asset allocation, deallocation, hardware and software change notifications, ticket escalations, reassignment notifications, and SLA escalation alerts.

Administrators can edit the available templates to modify email content, field mappings, privacy policy text, and notification details based on organizational requirements. The module also supports enabling a comment field in allocation and deallocation templates for end-user acknowledgment workflows.

Available Templates | Basic Details

Template	Purpose	Description/ Example
Allocation	Asset allocation notification	Used to send allocation details to end users when an asset is assigned. Includes asset details, requester details, allocation time, privacy policy, and optional comment field configuration.
Deallocation	Asset deallocation notification	Used to notify users when an allocated asset is deallocated or returned. Supports privacy policy and optional acknowledgment comments.
Hardware Changes	Hardware change notification	Sends notifications about hardware modifications or asset updates.
Software Changes	Software change notification	Used to notify users about software installation, updates, removal, or license-related changes.
Ticket Escalation	Escalated ticket notification	Sends escalation alerts when tickets exceed the configured SLA or escalation criteria.
Ticket Escalation Notify	Ticket escalation update notification	Sends additional notifications about escalated tickets to configured users or groups.
Ticket Reassignment	Ticket reassignment notification	Used to notify technicians or users when a ticket is reassigned to another assignee or group.
SLA Escalation	SLA breach notification	Sends alerts when ticket SLA conditions are approaching breach or have been breached.

Privacy Policy

The Allocation and Deallocation templates include a Privacy Policy option that allows administrators to include organization-specific privacy or compliance information in notification emails.

When the Privacy Policy toggle is enabled:

• The configured privacy policy content is displayed in allocation or deallocation emails.

• End users can review the privacy terms before acknowledging the request.

• Organizations can include terms, disclaimers, usage policies, or compliance-related information.

Comment Field

The Allocation and Deallocation templates also support the Enable Comment Field option.

When enabled:

• End users must provide comments while accepting or rejecting allocation and deallocation requests.

• The entered comments are captured in allocation reports and activity logs.

• This helps administrators track acknowledgment details and user responses more effectively.

• Click the Edit icon under the Action column to modify a template.

• Additional rows and fields can be added using the Add Row option available in the configuration panel.

• Changes made to templates are reflected in the corresponding notification emails sent to end users.