Enhanced Incident Resolved Email notification 1

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Last updated: Apr 23, 2024 by Mayuresh Balaji Kamble (Unlicensed)Version comment

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Feature released in SummitAI Service Management (#22948, Sierra SP1, Incident Management & Service Request Management)

What's New?

The Incident and SR Resolved email notification functionality is enhanced. Now, the Resolved email notification will trigger for Resolved Incident or SR even if Feedback is enabled for the Tenant. Earlier, a feedback notification was triggering for the Resolved Incident or SR if Feedback was enabled for the Tenant

If Feedback is enabled for the Tenant and the user wants a feedback link in the Incident or SR Resolved email itself, the Admin can add the *HREF_FEEDBACK* key in the Incident Resolved Mail To User or SR Resolve Mail email template. Once the Incident or SR is resolved, the Incident or SR Resolved email notification triggers to the caller with the feedback link in the email body.


Note:

This functionality is not implemented for the auto-resolve jobs of the ITOM module and bulk update of IM and SR modules. Also, the Incident or SR Closed email notification is not changed and triggers as earlier.

Configuration

The Administrators can configured the Feedback Resolution e-mail for Incidents and Service Requests by adding the *HREF_FEEDBACK* key in the Incident Resolved Mail To User e-mail template and  SR Resolve Mail e-mail template. For more information, see Configuring Notification Templates.