XTRAC includes various communications templates you can use to send letters to your customers. Use the Communications Editor to review and edit your communications before printing or sending them to your customers.
| 1. | Open a work item or create a new work item. |
| 2. | On the work item window, click the Communications Information icon (  ). |
| 3. | On the Communications window, click the Add icon (  ). |
Note: If you have not saved the work item, you will see the following message when you click the Add icon: You are attaching communications to the work item. XTRAC will keep any edits made to this work item. Click OK to save the work item and close the message.
The Template List dialog opens, displaying all the letter templates you have the privileges to use.
| 4. | From the Template List, select a letter template you want to use and click OK. |
Note: To narrow your search for a specific letter template, use the Filter Options.
The New Communications window opens and loads the Communications Editor.
| 5. | In the Communications Editor, use the editing tools to enter and format the message body of the letter. |
For more information about the editor tools, see Communications Editor. in the "Work Item > New Communication Page" help topic.
| 6. | From the Action drop-down list, select the action to take on this communication. |
Note: The Submit action is selected by default. Other actions from the drop-down list (such as Approve, Reject, Print) are available depending on what type of template is selected and the current status of the communication. For more information, see Fields in the "Work Item > New Communication Page" help topic.
| 7. | In the Memo field, edit the existing memo or add a new memo. |
Note: Memos are required only on canceled communications. If the communication is canceled, add a memo describing why it is being canceled. Otherwise, you can use the default memo that your XTRAC administrator has created for you.
| 8. | Click OK. |
The selected action is taken on the communication. For example, if you have created a new communication with a template that requires approval before printing, the Submit action sends the communication for approval.
When an action is taken on a communication, a history entry is written to the work item's history. If you have entered a memo in the Memo field or edited the existing memo, the text in the Memo field is added to the history entry. When you look at the work item's history, you will see the memo you entered and the original default memo that was created by an XTRAC administrator. If the Memo field is left blank when an action is taken on a communication, no history entry is recorded and only the default memo is displayed in the work item history.
