Dev:LH MOC Admin-Communication templates

The Communication Templates Administration module manages standardized communication messages used within the system to notify passengers, travel partners, and service providers.

These templates define the content of automated or manual communications such as:

•email requests

•portal notifications

•document requests

•service confirmations

•operational instructions

Templates ensure that communication is:

•consistent

•multilingual

•context-aware

•automatically populated with case data

Dynamic placeholders allow templates to insert information such as:

•passenger name

•booking reference (PNR)

•case number

•requested services

journey details

Communication templates are typically triggered when:

•services are requested

•approvals are required

•documents are needed

•case status changes

Communication templates are used in many operational situations.

Passenger must submit MEDIF therefor template MEDIF request will be sent

Passenger documents required therefor template Document Request will be sent

The system automatically selects the appropriate template based on:

requested services

workflow state

configured service associations

Communication Template Groups Overview

Displays all configured communication templates.

Templates are organized into template groups, which allow administrators to manage related communications together.

Example templates:
Name	Contains Medical Information	Relevant to Services
Request for MEDIF (Emails)	YES	Ambulance, Stretcher, POXY, WCHR-S, WENOLL
Request for MEDIF (Portal)	YES	Ambulance, Stretcher, POXY, WCHR-S, WENOLL
Request for Non commercial PNR	NO	Stretcher

Table Columns

Name

Name of the communication template.

This describes the purpose of the communication.

Example: Request for MEDIF (Email)

Contains Medical Information

Indicates whether the template contains or transmits medical data.

If enabled:

•stricter privacy rules may apply

•only authorized users can access the communication

•additional data protection rules may be enforced

Example: MEDIF Request → contains medical information

Relevant to Services

Displays the services that trigger or are associated with this communication.

Example: AMBULANCE, STRETCHER, POXY, WCHR-S, WENOLL

This helps the system determine when the template should be used.

Row Actions

Edit (✏️)

Opens the Communication Template Editor.

Delete (🗑)

Deletes the communication template.

Deletion may be restricted if the template is used in active workflows.

Preview (⚙ / Preview icon)

Allows administrators to preview the communication output.

Buttons

Add new

Creates a new communication template.

Search

Filters templates by name.

Communication Template Editor

The Communication Template Editor defines the content and behavior of a communication template.

Administrators can configure:

•multilingual content

•dynamic placeholders

•attachments

•service associations

•document references

Base Information

Internal Name

Field: Internal name

Example: Lufthansa Technics DE

Purpose:

•identifies the template internally

•not visible to passengers

Supports multilingual naming.

Communication Languages

Tabs representing supported languages:

•EN

•DE

Each language tab allows administrators to create localized versions of the communication.

If a language version is missing, the system may fallback to a default language.

Contains Medical Information

Checkbox: Contains medical information

Indicates whether the communication contains sensitive medical information.

If enabled:

•additional privacy controls apply

•communications may only be sent to authorized recipients

Example: MEDIF request emails

Communication Content Editor

This section defines the main message content.

Rich Text Editor

Allows administrators to compose formatted communication messages.

Supports:

•text formatting

•bullet lists

•links

•dynamic placeholders

•HTML tables

This editor defines the main message body.

Communication Subject

Field: Communication subject

Example: Your special services assistance request at Lufthansa (#SARCaseNumber#)

Purpose: Defines the subject line of email communications.

Communication Body

The message content that will be sent to recipients.

Example content from the mockup includes:

•confirmation of service request

•instructions to complete MEDIF documents

•next steps for passengers

The body may include placeholders such as: #PassengerName#, #PNR#, #Journey#

These placeholders are replaced with real case data when the communication is generated.

Available Placeholders

Displayed in the right panel.

These placeholders allow the template to dynamically insert case information.

Examples include:


Placeholder	Description
SAR-Case-Number	Case identifier
SAR-Request Date	Date the request was created
PAX Letter Salutation	Passenger greeting
PAX Last Name	Passenger surname
PAX First name	Passenger first name
PAX Birthdate	Passenger date of birth
PAX Booking Code (PNR)	Passsenger booking reference
Case Service Request Table	Table listing requested services
Journey	Journey information
Journey Departure date	Flight Departure date
Journey Next Trip Departure date	Next segment departure
ESCORT list	List of escort services
ESCORT table with full information	Detailed escort table
Full Services Tree Table	Complete list of requested services
Ambulance Deatils Table	Ambulance service details

Placeholders ensure communication content is automatically personalized.

Standard Text Blocks Integration

Panel: Available standard text blocks

These reusable text fragments come from the Standard Text Blocks module.

Examples:

•Standard Letter Opening

•Processing Agent Footer

•Processing Agent Footer with closing phrase

Administrators can insert these blocks into communications to maintain consistent formatting.

Import from Email Template

Button: Import from Email template

Allows administrators to import an existing communication template.

This helps:

•reuse existing communication structures

•accelerate template creation

Supported extensions: ..oft, html, .zip, .csv, .docx

Attachments

The template may include predefined attachments.

Examples include:

•MEDIF document forms

•informational PDFs

•document templates

Attachments can be added using:

•Upload from device

•Pick from list (documents language specific)

Attachments are automatically included when the communication is sent.

Associated Services

Section: Associated services

Allows administrators to link communication templates to services.

Example: Wenoll, Stretcher