Commit aae63405 authored by Evan Read's avatar Evan Read

Merge branch '299165-msj-service-desk-templates' into 'master'

Improve Service Desk documentation about templates

See merge request gitlab-org/gitlab!51992
parents 48a23dc5 7f8bb595
......@@ -39,6 +39,8 @@ To learn how to create templates for various file types in groups, visit
images guidelines, link to the related issue, reviewer name, and so on.
- You can also create issues and merge request templates for different
stages of your workflow, for example, feature proposal, feature improvement, or a bug report.
- You can use an [issue description template](#creating-issue-templates) as a
[Service Desk email template](service_desk.md#new-service-desk-issues).
## Creating issue templates
......
......@@ -34,7 +34,7 @@ It provides a unique email address for end users to create issues in a project.
Follow-up notes can be sent either through the GitLab interface or by email. End
users only see the thread through email.
For instance, let's assume you develop a game for iOS or Android.
For example, let's assume you develop a game for iOS or Android.
The codebase is hosted in your GitLab instance, built and deployed
with GitLab CI/CD.
......@@ -98,32 +98,52 @@ An email is sent to the author when:
- A user submits a new issue using Service Desk.
- A new note is created on a Service Desk issue.
The body of these email messages can be customized by using templates. To create a new customized template,
create a new Markdown (`.md`) file inside the `.gitlab/service_desk_templates/`
directory in your repository. Commit and push to your default branch.
You can customize the body of these email messages with templates.
Save your templates in the `.gitlab/service_desk_templates/`
directory in your repository.
With Service Desk, you can use templates for:
- [Thank you emails](#thank-you-email)
- [New note emails](#new-note-email)
- [New Service Desk issues](#new-service-desk-issues)
#### Thank you email
The **Thank you email** is the email sent to a user after they submit an issue.
The filename of the template has to be `thank_you.md`.
There are a few placeholders you can use which are automatically replaced in the email:
When a user submits an issue through Service Desk, GitLab sends a **thank you email**.
You must name the template file `thank_you.md`.
You can use these placeholders to be automatically replaced in each email:
- `%{ISSUE_ID}`: issue IID
- `%{ISSUE_PATH}`: project path appended with the issue IID
As the Service Desk issues are created as confidential (only project members can see them)
the response email does not provide the issue link.
Because Service Desk issues are created as [confidential](issues/confidential_issues.md) (only project members can see them),
the response email does not contain the issue link.
#### New note email
When a user-submitted issue receives a new comment, GitLab sends a **New note email**
to the user. The filename of this template must be `new_note.md`, and you can
use these placeholders in the email:
When a user-submitted issue receives a new comment, GitLab sends a **new note email**.
You must name the template file `new_note.md`.
You can use these placeholders to be automatically replaced in each email:
- `%{ISSUE_ID}`: issue IID
- `%{ISSUE_PATH}`: project path appended with the issue IID
- `%{NOTE_TEXT}`: note text
#### New Service Desk issues
You can select one [issue description template](description_templates.md#creating-issue-templates)
**per project** to be appended to every new Service Desk issue's description.
Issue description templates should reside in your repository's `.gitlab/issue_templates/` directory.
To use a custom issue template with Service Desk, in your project:
1. [Create a description template](description_templates.md#creating-issue-templates)
1. Go to **Settings > General > Service Desk**.
1. From the dropdown **Template to append to all Service Desk issues**, select your template.
### Using custom email display name
> [Introduced](https://gitlab.com/gitlab-org/gitlab/-/issues/7529) in GitLab 12.8.
......
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