Email Templates #
Service Management email notifications use a template system that supports theme-level overrides. This allows site administrators to customize notification content without modifying plugin files.
What DMSI Service Management Adds
These templates are new. They are specific to Service Management and are separate from Core’s email templates (which cover license and billing notifications).
Default Template Location #
Email templates are stored in the plugin’s templates directory:
wp-content/plugins/dmsi-service-management/templates/emails/
Each notification type has its own template file named after the notification type, for example:
request-created.php
request-completed.php
satisfaction-survey.php
contract-created.php
hour-usage-alert.php
Overriding Templates via Theme #
To override a template without modifying the plugin (which would be overwritten on update):
- Create the directory
templates/dmsi-service-management/emails/inside your active theme folder. - Copy the template file you want to customize from the plugin’s
templates/emails/directory into that theme directory. - Modify the copied file as needed.
WordPress loads the theme override if it exists; otherwise it falls back to the plugin’s default template.
Available Merge Tags #
Templates support the following merge tags, which are replaced with actual values at send time:
| Merge Tag | Replaced With |
|---|---|
{{customer_name}} | Customer’s full name |
{{customer_email}} | Customer’s email address |
{{request_number}} | Request number (e.g., SR-1042) |
{{request_title}} | Request title/summary |
{{request_status}} | Current request status (human-readable) |
{{contract_number}} | Contract number (e.g., SVC-2026-00001) |
{{contract_name}} | Contract name |
{{hours_remaining}} | Hours remaining on the contract |
{{hours_used_percent}} | Percentage of hours used (e.g., 72%) |
{{asset_name}} | Asset name |
{{asset_expiry_date}} | Asset expiration date (formatted) |
{{survey_link}} | Full URL to the satisfaction survey |
{{site_name}} | WordPress site name |
{{site_url}} | WordPress site URL |
Not all merge tags are available in all templates. Tags not relevant to a given notification type are replaced with an empty string.
HTML and Plain Text #
Each template file outputs HTML. Plain text fallbacks are automatically generated by stripping HTML tags. There is no separate plain text template file — the plain text version is derived automatically.