This reference gives a list of available data that are required to configure customer e-mails of the IOM. The data will be referenced to complete the related concept and cookbook. The target audience are consultants and developers.
|Communication partner||A relation from IOM to an external 3rd-party system with which a defined communication exists. E.g., a shop, supplier or payment provider.|
Also named partner in this document.
|IOM||The abbreviation for Intershop Order Management|
|Transmission||An internal object of IOM that represents the requests and content for an external communication.|
Please refer to the database documentation for all processes (ProcessDO) and all invoicing types (TransmissonTypeDefDO) that are supported by the application by default.
Since IOM 2.13
Please also have a look to the specification of the transmission REST-API. Here a complete list of all transmission types can be found - Overview - Order Management REST API.
|Process||Description of E-mail Event||Type of E-mail||Transmission Type (as configured in the Database)|
|CheckOrderQueue||Send e-mail if order received.||Order confirmation||SEND_CUSTOMER_MAIL_ORDER|
|PrepareOrderResponseQueue||Send e-mail if order is approved.||Order confirmation||SEND_CUSTOMER_MAIL_ORDER|
|OrderTransmissionedQueue||Send e-mail if order is successfully exported for suppliers.||Order commissioned confirmation||SEND_CUSTOMER_MAIL_ORDER_COMMISSIONED|
Send e-mail for delivery confirmation.
|Send e-mail including download links for non-physical items.||A not physical item can be downloaded||SEND_CUSTOMER_MAIL_DISPATCH_IMMATERIAL|
|Send e-mail as delivery confirmation including an attached invoice.||Delivery confirmation including attached invoice||SEND_CUSTOMER_MAIL_DISPATCH_INVOICE|
|CloseReturnQueue||Send e-mail as cancellation confirmation.||Cancellation||SEND_CUSTOMER_MAIL_RETURN_CAN|
|Send e-mail as recall confirmation.||Recall mail||SEND_CUSTOMER_MAIL_RETURN_RCL|
|Send e-mail in case of inversion, i.e., wrong shipping address.||Inversion mail||SEND_CUSTOMER_MAIL_RETURN_INV|
|Send e-mail on general return.||Return to sender||SEND_CUSTOMER_MAIL_RETURN_RET|
|Send e-mail in case of defects.||Return of defect items||SEND_CUSTOMER_MAIL_RETURN_DEF|
|Send e-mail as cancellation on customer demand.||Cancellation on customer demand||SEND_CUSTOMER_MAIL_RETURN_RCL010|
|Send e-mail as cancellation due to end of life (EOL).||Cancellation due to end of life (EOL)||SEND_CUSTOMER_MAIL_RETURN_RCL020|
|Send e-mail as cancellation due to missing stock.||Cancellation due to missing stock||SEND_CUSTOMER_MAIL_RETURN_RCL021|
|Send e-mail if payment not received.||Payment not received||SEND_CUSTOMER_MAIL_RETURN_RCL045|
|Send e-mail as cancellation due to suspicion of defraud.||Cancellation due to suspicion of defraud||SEND_CUSTOMER_MAIL_RETURN_RCL980|
|Send e-mail if return including an attached credit note.||Return mail including an attached credit note||SEND_CUSTOMER_MAIL_RETURN_CREDITNOTE|
|Send e-mail if return in case of cancelation.||SEND_CUSTOMER_MAIL_RETURN_CAN_CREDITNOTE|
|Send e-mail if return in case of recall.||SEND_CUSTOMER_MAIL_RETURN_RCL_CREDITNOTE|
|Send e-mail if return in case of inverse.||SEND_CUSTOMER_MAIL_RETURN_INV_CREDITNOTE|
|Send e-mail if return in case of return.||SEND_CUSTOMER_MAIL_RETURN_RET_CREDITNOTE|
|Send e-mail if return in case of defect.||SEND_CUSTOMER_MAIL_RETURN_DEF_CREDITNOTE|
|Send e-mail if return in case of cancelation by customer request.||SEND_CUSTOMER_MAIL_RETURN_RCL010_CREDITNOTE|
|Send e-mail if return in case of cancelation by shop because of EOL.||SEND_CUSTOMER_MAIL_RETURN_RCL020_CREDITNOTE|
|Send e-mail if return in case of missing payment.||SEND_CUSTOMER_MAIL_RETURN_RCL045_CREDITNOTE|
|Send e-mail if return in case of cancelation due to suspected fraud.||SEND_CUSTOMER_MAIL_RETURN_RCL980_CREDITNOTE|
|Send e-mail if return in case of cancelation due to missing inventory.||SEND_CUSTOMER_MAIL_RETURN_RCL021_CREDITNOTE|
|Send e-mail if return was rejected.||Return rejected||SEND_CUSTOMER_MAIL_RETURN_REJECTED|
|Send e-mail if refund for return was done.||Return refunded||SEND_CUSTOMER_MAIL_RETURN_REFUNDED|
|CloseInvoicingQueue||Send e-mail including an invoice.||Invoice||SEND_CUSTOMER_MAIL_INVOICE|
|Send e-mail including a credit note.||Credit note||SEND_CUSTOMER_MAIL_CREDITNOTE|
It must not be registered as an event.
Send e-mail as a payment reminder.
Send e-mail with an attached return label document.
IOM comes with an initial set of customer mail templates that can be used as a blueprint for customization. See var/templates/mails_customers/*.vm to inspect the templates.
The following table lists all initial templates. Each mail requires a template for subject and a template for the message content.
|Exemplary Business Event||Used Template|
|A credit note was created.||creditNoteSubject.vm||creditNoteMessage.vm|
|An order has been shipped.||dispatchSubject.vm||dispatchMessage.vm|
|A download for a non-physical item is available.||immaterialDispatchSubject.vm||immaterialDispatchMessage.vm|
|The invoice for an order was created.||invoiceSubject.vm||invoiceMessage.vm|
|An order has been received initially.||orderSubject.vm||orderMessage.vm|
|Reminder of an open payment.||paymentReminderSubject.vm||paymentReminderMessage.vm|
|Confirmation of an order after a successful assignment of a supplier.||responseSubject.vm||responseMessage.vm|
|Sending of an e-mail on demand that contains a return label.||returnLabelSubject.vm||returnLabelMessage.vm|
|An order was canceled by the customer.||returnSubject_can_rcl.vm||returnMessage_can_rcl.vm|
|An order was canceled by the shop because items are not deliverable.||returnSubject_rcl020mail.vm||returnMessage_rcl020mail.vm|
|A return from the customer has been received.||returnSubject_ret_def_inv.vm||returnMessage_ret_def_inv.vm|
|A return announcement has been created, accepted or rejected.||returnAnnouncementSubject.vm||returnAnnouncementMessage.vm|
Also see Guide - Setup Intershop Order Management 2.9 (or later) for $OMS_HOME.
To print information into the templates a predefined object
UserMailLO is available.
UserMailLO offers a large set of information depending on the type of e-mail that should be sent, e.g., invoice information in case of an invoice mail or dispatch information in case of a dispatch e-mail. The following table represents the mapping of data that can be accessed from
UserMailLO within the template depending on an exemplary business event/ used object class.
|Exemplary Business Event||Java Class|
|An order was received.||ShopUserMailOrderLO|
|An invoice was created after receiving an order or after a dispatch was processed.||ShopUserMailInvoicingLO|
|A response to fulfill an order from the supplier was received.||ShopUserMailResponseLO|
|A dispatch has been processed.||ShopUserMailDispatchLO|
|A return of items was noted, i.e., by a supplier or warehouse.||ShopUserMailReturnLO|
|A return request was accepted.||ShopUserMailReturnAnnouncementLO|
The diagram is showing the last version and only major classes to get an impression. For details please use the attached JavaDoc.
Please inspect the attached JavaDoc for all data that can be used.
Since IOM 3.0
is.oms.mail.resources.base.url this is a runtime property.
To support images or other resources at the e-mail client, the variable
mailResourcesBaseUrl can be used. Therefore, the cluster property
is.oms.mail.resources.base.url must be set. See Guide - Setup Intershop Order Management 2.9 (or later).
ProcessDefDO defines a set of business processes that are available within the IOM by default. As described in Concept - IOM Customer E-mails, the business processes can be customized by using the listed processes as an extension point. Also see Cookbook - IOM Customer E-Mails. Please refer to the database documentation for more details.
ObjectTypeDefDO contains a list of types of business objects that are available in the IOM. Please refer to the database documentation for more details.
A decision bean is a filter that reflects whether an action should be processed or not. The major parameter is a business object like an order, a dispatch or a return. The methods of the bean can check simple facts like existing e-mail addresses but also complex facts. A default decision bean -
SendEmailDeciderBean - is available. For implementing a custom decision bean please see Reference - IOM Database Documentation.
TransmissionTypeDefDO contains a list of types of transmission objects that are available in the IOM.
TransmissionTypeDefDO represents the requests and content for an external communication and partially a subset of configuration. The message types reflecting the transmission within the order log.
RoleDefDO contains a list of different message receivers which are predefined for each type of
TransmissionTypeDefDO. All transmission types prefixed with SEND_CUSTOMER_MAIL_ of
TransmissionTypeDefDO can be used.
Please refer to the database documentation for more details.
Also see Database Relations to figure out the relations.
The following keys are available - some of them are mandatory:
|ID of Key||Description||Required||Exemplary Value|
|shopEmailAddress||1200||Address of the related shop that shoul be used in the e-mail.||true||info@myShop.com||shopCustomerMailSenderBean|
|shopEmailSenderName||1201||Name of the related shop that should be used in the e-mail.||false||My Shop|
|bccEmailAddress||1202||Blind copy address.||false|
|defaultReceiverAddress||1203||Default reciever of the e-mail if not given.||false|
|subjectTemplate||1204||Template to be used for the e-mail subject.||true||orderSubject.vm|
|messageTemplate||1205||Template to be used for the e-mail body.||true||orderMessage.vm|
|plainTextMessageTemplate||1206||Template to be used for the plain text version next to the e-mail body.||false||orderMessage_plainText.vm|
|mimeType||1206||Mime type of the e-mail.||false||text/html|
|attachmentFilename||1207||Name of an attached file.||false||yourOrder_01234.pdf|
The information provided in the Knowledge Base may not be applicable to all systems and situations. Intershop Communications will not be liable to any party for any direct or indirect damages resulting from the use of the Customer Support section of the Intershop Corporate Web site, including, without limitation, any lost profits, business interruption, loss of programs or other data on your information handling system.