Amending Email to Assignee RRS feed

  • Question

  • I can amend email templates but not the one that automatically is sent to the assignee when an Incident is assigned.

    Where is this stored and can it be amended?

    Also the User receives 2 emails which we cannot control.



    Wednesday, November 9, 2011 5:49 PM

All replies

  • If I understand correctly,

    You are "somehow" e-mailing the analsyt the when the call is assigned to a new analyst.

    All templates for e-mailing to "Affected User" or "Assigned to User" are stored in the Administration Pane of the console

    Notifications -> Templates


    you can also look at your workflows and check and ensure that the correct people have the correct e-mail notification template assigned to them.

    Hope I understood your query.





    Thursday, November 10, 2011 2:18 PM
  • Thanks Fletcher


    I can see all templates except the first one that an IT analyst receives  when the call is assigned .


    Our one reads like this


    Dear Myriam


    The following incident has been assigned to you:

    ID: Ticket No4761

    Affected user: btraining

    Title: test resolution


    This is an automated email generated by Service Manager




    I want to add some more information fields to this.



    Thursday, November 10, 2011 2:36 PM
  • It is called the "Assigned to User Notification", that is the default template.

    It looks blank when you open it.

    You can however, create a new template and add different information, ours is very simple




    An Incident with $Context/Property[Type='WorkItem!System.WorkItem']/Id$ has been assigned to you


    I have a workflow that fires off a new e-mail when the assigned to user is changed.

    This notifies the "Assigned to User" with a different e-mail template.







    An Incident with $Context/Property[Type='WorkItem!System.WorkItem']/Id$ has been assigned to you




    Hope this helps :)

    Thursday, November 10, 2011 2:48 PM