14 Replies Latest reply: Oct 1, 2013 4:56 PM by Katja Aleksich RSS

Service Request Notifications - Include Resolution Details

Chris NameToUpdate

I have a requirement to include the 'Resolution' details in Service Request customer Notifications when the status of the associated incident is set to resolved or ‘Completed' in SRM. This would be for requests that have created Incident fulfillments.

 

OOTB the Request management notification templates in the SYS:NOTIFICATION messages form for 'completed' status do not include the #RESOLUTION# field as this is a Incident management field only.

 

My question is has anyone had experience successfully implementing a customisation that enables this functionality, or can someone provide some insight about the easiest way to achieve this either by exposing the field in the SRM template or identifying a way to use the incident notification template for Service Requests.

 

Any suggestions would be appreciated.