Customize E-mail Notifications

Self-Service automatically sends e-mail notifications to users and workflow participants. Customize these notifications to meet the needs of your organization.

If you want to use conditional statements in e-mail templates, you must follow the Velocity syntax rules. For more information see, Conditional Statements in E-mail Notifications.

Do not use the characters (<) and (>) in e-mail templates.


  1. In the Security Console, click Setup > Self-Service Settings.

  2. Under Provisioning, click Workflow Policies.

  3. Use the search fields to find the policy that you want to edit.

  4. Select the policy that you want to edit and click Edit from the context menu.

  5. To customize the e-mail notifications for a particular type of request, click one of the following tabs:

    • General Workflow Settings. E-mails sent when a request is submitted, waiting for approval, cancelled or rejected, or fails. These e-mail notifications are used for all types of requests from the Self-Service Console.

    • User & User Group. Requests for a Self-Service account from users in a directory server, users not in a directory server, and user group membership.

    • Hardware Token. Requests for hardware tokens.

    • Software Token. Requests for software tokens.

    • On-Demand Authentication. Requests for the on-demand tokencode service.

  6. Add text to the e-mail you want.

  7. Change the e-mail template tags to customize information in the e-mail. For more information, see E-mail Template Example for the Self-Service Console.

  8. Click Save.