This page answers common questions and provides troubleshooting guidance for alert notification templates. It covers Email, SMS, and Voice notification templates.
FAQs
How many templates can I create at each organization scope?
You can create up to 200 templates for each client, partner, and service provider.
What is the Platform-level template?
It is the default Email notification template available at the SP scope. It ensures every alert notification follows a consistent structure, including subject, severity, resource details, and issue summary.
Who can customize the Platform-level template?
SP Administrators.
Which template is used if I create templates at multiple scopes?
The Client-level template takes precedence over the Partner-level template, which takes precedence over the SP-level template.
What happens if no template is configured at Partner or Client scope?
The default template at the SP scope is applied automatically. If there is no template at the SP scope, the Platform-level template is applied.
From where does a new template inherit its content?
A Client template inherits from the Partner, a Partner template inherits from the SP, and an SP template inherits from the Platform.
How do I add tokens to the subject or body?
Type $ to open the token dropdown. Select the required token. Hover over a token to see its value.
Can I add multiple tokens in the subject?
Yes. Separate each token with a comma, for example $policy.name, $alert.resource.deviceGroups.
Is the first template I create set as Default automatically?
Yes. The first template created is set as Default.
Can I use dynamic values in the SMS template?
Yes. Insert the available placeholders, which are replaced with actual values when the notification is sent.
Is there a limit on SMS message length?
Yes. Standard SMS limits apply. Longer messages may be split into multiple messages or truncated.
Can I send the same SMS template to multiple recipients?
Yes. Add multiple recipients when configuring the notification.
Can I edit a template after it is used in a notification?
Yes. Changes apply to subsequent notifications sent with that template.
Do I need a subscription to use voice templates?
Voice and SMS features are enabled by default if you are subscribed to the SMS/Voice add-on package.
Can I use multiple tokens in a voice message?
Yes. Type $ in the message body to select tokens and separate multiple tokens with commas.
Troubleshooting
| Issue | Possible Cause | Resolution |
|---|---|---|
| Notification Templates tile is not visible | Insufficient permissions. | Contact your administrator to get access to the Setup > Account page. |
| + ADD does not open the expected template | The template is inherited from the immediate parent scope. | Verify your current scope (SP, Partner, or Client) and the parent template. |
| Tokens appear as plain text in the received email | Token is mistyped or not supported. | Type $ and select the token from the dropdown. |
| Token dropdown does not appear | $ not typed in a supported field. | Type $ in the subject or the content editor. |
| Token value is empty in the email | The alert or resource lacks that attribute value. | Verify that the alert, resource, or custom attribute has a value. |
| Placeholders appear as raw text | Incorrect or unsupported placeholder name. | Re-select the placeholders from the template editor and save the template again. |
| Message is truncated or split | Message exceeds SMS character limit. | Shorten the message content or reduce the number of dynamic fields. |
| Template cannot be saved | Required fields are not filled. | Fill in all mandatory fields, such as name and message body, and retry. |
| Voice message is cut off or too long | Message body is too long or contains too many dynamic tokens. | Shorten the message content or reduce the number of tokens. |
| Voice call is not received | The SMS/Voice add-on package is not subscribed, or the user's phone number is missing or invalid. | Verify the SMS/Voice add-on subscription and confirm that the user's phone number is valid in the user profile. |