CSCDISC: Case Discussion Template

CSCDISC is the wrapper for the outgoing message to the recipients indicated on the Discussion Message. In a Discussion Message, the user can type their message in the Body section, and that content is then merged in as the Comments of this email template. Alternatively, users can select a pre-populated message from a list of CSCRPLY email templates. If one of those is selected, the body is automatically populated and then merged into the Comments of the CSCDISC email template.

The CSCDISC template is included as part of the PEO installation. The only required configuration is to customize the Body and set the value in From Email Override if you are using reply above the line functionality. See Configuring Case Discussion: Reply Above This Line.

To configure the email template for CSCDISC:

Complete the form fields.

Template Code	Use CSCDISC for this template.
Template Name	Use Client Service Case Discussion.
Description	Use Client Service Case Discussion, wrapper for outgoing discussion, sent to external recipient.
From Email Override	Specify an email address to override the default noreply address commonly used by the system. The default Admin Email configuration is stored in App Settings. For help configuring this setting, log an Extranet case.
Subject	This field indicates the subject line for the email that the system generates by using this template. You can enter text and you can configure the subject by using replacement fields. By default this field contains the {CSCDISCSubject} replacement field. The system uses this replace field to pull the subject content from the case discussion message that triggered the email. With this replacement field, the system can use the same subject for the discussion message and the initial email that the system sends. See Client Service Case field replacement.
Body	Body uses a rich text editor and supports font styling, embedded images, hyperlinks, lists, and tables. For best results, we recommend embedding .jpg or .jpeg images. Body contains a custom HTML table that holds appropriate field replace characters from the generated Discussion dataform and can include: Discussion: Contents of the discussion Comments field. This can be dynamically altered using field replacement in the selected email template. Last Discussion: Previous discussion threads comments area. Reply To Url: Direct URL link to the Discussion page. Reply To Link: This link automatically signs in the user using the API configuration and opens the appropriate discussion. Note: You can use the {PreviousMessages} replacement field in the body of the email template. Important: You should place the {PreviousMessages} replacement field on the bottom line of the body in the email template so that the previous messages display after the current message.

Click Save.