Mionamilosevic: Created page with "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''' •'''..."

2026-03-17T07:27:01Z

Created page with "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''' •'''..."

New page

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.

{| class="wikitable"
|+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:
{| class="wikitable"
|+
!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''

Purpose:

•ensures the template is available only for relevant services

•helps workflows automatically select the correct communication

Important note:

These are '''service associations''', not only travel services.

== Related articles ==
[[Dev:LH MOC Admin-Communication templates Translations|Translations]]

Dev:LH MOC Admin-Communication templates - Revision history