How to change the company logo for an email footer in ServiceDesk

book

Article ID: 179988

calendar_today

Updated On:

Products

ServiceDesk

Issue/Introduction

 

Resolution

In Workflow Designer, customize a Build Email Footer component to change the company logo image that appears in email messages from ServiceDesk.

Important - Please Read Before Continuing

  • The instructions in this article involve customizing ServiceDesk Workflow projects using Workflow Designer. It is strongly recommended that customization of Workflow
    projects only be undertaken by Workflow or ServiceDesk administrators who are experienced with creating, modifying, and publishing Workflow projects.
     
  • It is strongly recommended that the instructions in this article are first implemented and tested on a development or test installation of ServiceDesk. This will help ensure that the customization works as the user intends it to before introducing the changes to a production environment.
     
  • These instructions are provided "AS-IS". Symantec Technical Support is generally unable to assist in implementing customizations or in troubleshooting any issues that arise as a result of implementing customizations. This level of support is provided by Consulting Services. For additional information on this, please refer to the following articles:

    Symantec Global Enterprise Support Services Support Policy for Symantec Workflow Solution / Symantec ServiceDesk
    http://www.symantec.com/business/support/index?page=content&id=HOWTO8714

    Consulting Services
    http://www.symantec.com/business/services/category.jsp?pcid=consulting_services

How to Customize the Company Logo for a General Email Footer in ServiceDesk

Note: The following section's instructions change the company logo for an email footer for general email messages in ServiceDesk, which is located in the SD.DataServices project. Other projects contain different footers, which would need to be changed as well. Use the following instructions as a template for how to perform the changes to the other projects.

  1. On the ServiceDesk server, open Workflow Designer by clicking on the Windows Start button > All Programs > Altiris > Workflow Designer > Workflow Designer.
  2. Open the SD.DataServices project.

    a. If SD.DataServices has been previously opened, on the Load Projects tab, expand the Type: Decision category, click on SD.DataServices, and then click on the Open button.
    b. If SD.DataServices has not been previously opened, click on the File menu > Open project. Locate and click on the SD.DataServices.package file, then click on the Open button. On the Unpackage Project window, the Name field should equal SD.DataServices without any numbers at the end. If there is a number, skip back to step 2a, to open the already previously opened SD.DataServices project. Otherwise, click on the OK button to open the default name without numbers at the end. On the Custom Library Conflicts window, ensure that no libraries are checked, then click on the OK button.
     
  3. On the Project tab, click on the GetEmailTemplateParts model.
  4. On the designer window, double click on the Build Email Footer component to edit it.
  5. Click on the ellipse button for the Merge Data field.
  6. The footer image is displayed on the Design tab. Note: Images cannot be pasted to or copied from the Design tab.
  7. Click on the Source tab.
  8. On the Merge Editor window, click on the Edit button.
  9. Change the HTML IMG src tab value to the publically accessible location of the new image to use. Note: This location must be publically accessible by all workstations that use ServiceDesk or the image will not appear in an email message, but instead as a placeholder "x" (file not found) for the image.
  10. Click on the OK button.
  11. Click on the OK button from the Build Email Footer Editor window.
  12. Click on the File menu > Save.
  13. Click on the File menu > Publish Project > Publish Application to Server.
  14. Click to check the server to publish to, which is normally (local).
  15. Click on the OK button.
  16. Click on the next two No buttons for the next two windows that open.
  17. Close Workflow Designer.
  18. Restart server extensions. Right click on the Task Tray Application > Restart Server Extensions. If the Task Tray Application is not present, click on the Windows Start button > All Programs > Altiris > Workflow Designer > Tools > Task Tray Tool. Then once it is running, right click on it and select Restart Server Extensions.
  19. Click on the Windows Start button > Run.
  20. Type iisreset in the Open field, then click on the OK button.
  21. Changes are now applied. Note: The changes do not affect current email messages, only new messages.

How to Customize the Company Logo for a Resolution Email Footer in ServiceDesk

  1. Using the above instructions as a template, open the SD.IncidentManagement project.
  2. On the Project tab, click on the Customer Confirm Resolution model.
  3. On the designer window, double click on the Have Customer Confirm Resolution component to edit it.
  4. Click on the Event Configuration tab.
  5. For the Start Process field, click on its ellipse button.
  6. Double click on the Thank you Body component to edit it.
  7. For the Merge Data field, click on its ellipse button.
  8. Click on the Source tab.
  9. On the Merge Editor window, click on the Edit button.
  10. Change the HTML IMG src tab value to the publically accessible location of the new image to use. Note: This location must be publically accessible by all workstations that use ServiceDesk or the image will not appear in an email message, but instead as a placeholder "x" (file not found) for the image.
  11. Save, and publish the project, then restart server extensions and IIS.

Additional Notes and Troubleshooting

  • Some email clients, by default, will not display images. These can be manually loaded by following the on-screen instructions or in the email client's program options.
  • The image from step 9 is not actually sent with the email message. The IMG scr HTML tag references a publically available location, which the image is then dynamically pulled from when the email message is viewed.
  • The image path used in step 9 must be publically available to all workstations, as mentioned on step 9. This can be placed on a file server, file share, or IIS virtual directory that all workstations can access. To test the location, copy the path or URL used in step 9 to a workstation's Internet Explorer browser. Can the workstation access the path or URL? If not, the image is not in a publically accessible location. A corporate web site, such as an Intranet site, could be a good location to save the image to, as these are generally available to all users of the domain.