Customizing the Format of External Resource E-mails

E-mails from external resources are received in plain text format. To customize the format in which these e-mails are presented, you must:

1. Declare a new standard response in Knowledge Manager that will be used to customize e-mails built by the ResponseFromExtResource service. New standard response for responses from external resources
2. Update the strategy to include the standard response ID. This will provide the strategy with the standard response you wish to use for responses from external resources.Updating the strategy to include the standard response
3. Locate the standard response ID. This ID is needed to update the strategy to allow for the customization of e-mails built from the ReplyFromExtResource service.Finding the standard response ID

New Standard Response

1. Create a new standard response in Knowledge Manager (as described in "Creating Standard Responses" in the "Knowledge Manager: Basics" chapter of the eServices User's Guide) containing the tag [ExtAgentReply].
2. The following two figures show a sample configuration.

Standard Response for External Reply: General Tab

Standard Response for External Reply: HTML Part Tab

Update the Strategy

1. x
2. y
3. z
4. q
   1. a
   2. b