Configure and Capture Communication History from SR

Capture the last five communication messages from the Service Request on the Email Notification Template that is added either by an analyst or end user. Before capturing the Keyword named COMMHISTORY on the notification email, the same should be configured at the Tenant Level. 

• Configure at Tenant Level
• Capture on Email Notification Template

Configure at Tenant Level

To capture the last five communication message details of a Service Request on the Email Notification Template, the same must be configured at the Tenant level for the Service Request Module.

To configure the communication message count at the Tenant level, perform the following steps:

1. Log in to the Summit application.
   
   
2. Navigate to Admin > Basic > Infrastructure > Tenant.
   A filter dropdown list is displayed for selecting a Domain.
   
   
3. Select Domain.
   
   
4. Click SUBMIT.
   A list of tenants is displayed.
   
   
   Figure: Tenant List
   
   

5. Select Tenant.
   The details page about the Tenant is displayed.
   
   
   Figure: Tenant Details
   
   

   Note:

   Service Request module must be configured for the selected Tenant.

6.  Click Configure Details.
   The Tenant configuration details page is displayed.
   
   
   Figure: Tenant Configuration Details
   
   
7.  Select SERVICE REQUEST from the MODULES.
   The details page is displayed.
   
   
8. Expand General.
   The SERVICE REQUEST CLOSURE details are displayed.
   
   
   Figure: Service Request General Details
   
   

9. Enter the value 5 in the Recent Communication Messages Count field.
   
   

   Note:

   The count indicates the number of recent communication messages from a Service Request to be sent through the email notification template, and it can be configured up to six values. 

10. Click SUBMIT.
    
    

Capture on Email Notification Template

Upon configuring the recent communication message count at the Tenant Level for the Service Request Module, the same is captured on the email notification template in the Keywords section.

To capture the communication history keyword on the email notification template, perform the following steps:

1. Log in to the Summit application.
   
   
2. Navigate to Admin > Advanced > Notifications > Notification Template.
   A list of Tenants is displayed.
   
   

3. Select Tenant.
   A list of Templates is displayed.
   
   

   Note:

   Change the Module to SERVICE REQUEST at the top of the page.

   
   
   Figure: Templates
   
   

4. Select Template Name.
   The details page about the Template is displayed.
   
   
   Figure: Details
   
   

   Note:

   • Along with the existing Keywords in the email notification template, a new keyword named “COMMHISTORY” is added to the list.
   • The recent five communication messages added by the Analyst(s) or the End User(s) will be shared in the notification email.
5. Select Keywords.
   The Keyword “COMMHISTORY” is displayed.