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Customising Approval E-mail

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Neil_Walker
Super Collector

Customising Approval E-mail

Hi

Does anyone know how to customise the e-mail sent out when a WO needs to be approved? This appears to be a built in function of SD but we'd like it to contain different fields. Failing that, is it possible to customise Service Pages to show different fields?

Many thanks

Neil
9 REPLIES
Vasily Kamenev
Honored Contributor

Re: Customising Approval E-mail

Hi
Answer "yes", get the ordinary WorkOrderView.jsp file , edit fields as like - add , remove some fields, you will need add URL in email notification body, so people just clicked an get the requared WO. I did for Client the same process but only for SC.
In ower notification in email sent URL: https://xxx.microlink.ee/sd-sp45/GuestView.jsp?vSc=[Number]. I add for you my GuestView.jsp, modefy this file for your task so after GuestView open your new WorkOrderView-2.jsp

Beliave that help you,
Vassili
Neil_Walker
Super Collector

Re: Customising Approval E-mail

Thanks for this advice. Having trouble connecting to the URL you listed, can attach the file?

Thanks again

Neil
Ruth Porter
Honored Contributor
Solution

Re: Customising Approval E-mail

Hi Neil,

From SP17 you can do this on the email templates tab of email settings (in system panel). Before that there is little you can do.

What SP are you on and if not SP17, can you upgrade?

Hope this helps

Ruth
http://www.teamultra.net
Vasily Kamenev
Honored Contributor

Re: Customising Approval E-mail

Hi Neil.
The URL, what I wrote before, over system sent to Customer and add to notification email's body.

Vassili
Neil_Walker
Super Collector

Re: Customising Approval E-mail

Ruth,

We're currently on SP15. Don't see why we can't upgrade - do you know of anything that might catch us out?

Thanks

Neil
Ruth Porter
Honored Contributor

Re: Customising Approval E-mail

Hi Neil,

We have not had any significant issues with SP17. One word of warning: as part of the upgrade you need to run a perl script to restructure attachments but otherwise it is pretty simple.

Hope this helps

Ruth
http://www.teamultra.net
Neil_Walker
Super Collector

Re: Customising Approval E-mail

It certainly does. Would there be any harm in going straight to SP18?

Neil
Ruth Porter
Honored Contributor

Re: Customising Approval E-mail

hi Neil,

Ther only major issue with going to SP18 is that it could significantly delay how soon you could upgrade to version 5 as HP have only said that 5.1 will cater for 4.5 SP17 or earlier migrations.

Regards

Ruth
http://www.teamultra.net
kcarson
Regular Collector

Re: Customising Approval E-mail

Check out
Title: Changes made to template requires application server to restart to take effect
Document ID: ITSM008386
Product: service desk
Version: ASD45SP17OS: NT / Windows 2000 / HP-UX / SolarisUpdated: 2006-Feb-28
Severity: Serious
Classification: Known Problem
Status: End
In plan: Yes
Submitted: 2006-Feb-17

Fixed in SP 18
What is your process?
//Add this to "OnDomLoad" event