Confined SR Approval E-mail Notification

Owned by Enterprise IT
May 08, 2024

Read Complete Release Notes

Feature released in SummitAI Service Management (#18647, Sierra SP1, Service Request Management)

What's New?

The SR Approval e-mail notifications are now improved, where, only those fields are displayed in the notifications, where the SR Requester entered information. Earlier, all the Service Catalog fields were getting displayed in the e-mail notifications with not applicable and empty fields. The Approvers had to scroll through the long e-mail notifications to scan for the information.

Following are the different types of fields that are displayed in the SR approval e-mail notification:

  • Mandatory fields: Mandatory fields are displayed in the e-mail body as these fields are always filled by the user.

  • Non-Mandatory fields: Only non-mandatory fields that are filled by the user are displayed in the e-mail body. If, no value is provided in the non-mandatory field, the field is not displayed in the e-mail body.

Configuration

An Administrator needs to enable the  the Include SR Details in SR E-mail check box under the SERVICE REQUEST section on the APPLICATION SETTINGS page and add the" SERVICEREQUEST_DETAILS* key in the e-mail template to display the SR details in the SR approval e-mail notification. For more information, see Configuring Application Settings and Configuring Notification Templates.