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Return SC ID in Service call Mail Error

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Kazarin Alexand
Outstanding Contributor.

Return SC ID in Service call Mail Error

The body of E-mail template “Service call Mail Error”:

The E-mail you sent has not resulted in the registration or update of a Service Call.
-
The following error(s) occurred:
---------------------------------------------------
[?]
---------------------------------------------------
If you have any questions…

I’d like to edit first line of this template so: The E-mail you sent has not resulted in the registration or update of a Service Call [ID]. I have inserted [ID] on the template without any problem. But after sending test e-mail with subject “Update 1“(for example), the reject e-mail massage is still without ID (1):
The E-mail you sent has not resulted in the registration or update of a Service Call.
-
The following error(s) occurred:
---------------------------------------------------

Description =
11111111111111111111111111111111111111111111111111111111111111111111111111111111111111111111111111111111111111111111111111111111111
: The maximum length of 80 characters has exceeded.
---------------------------------------------------
So, the question is, can Service Desk return to user Service Call ID that he try to update by E-mail massage Update [ID] in rejected massage Service call Mail Error?
http://linkedin.com/in/alexanderkazarin
5 REPLIES
Kazarin Alexand
Outstanding Contributor.

Re: Return SC ID in Service call Mail Error

Forgot to describe specification: Service Desk 4.5 SP 18
http://linkedin.com/in/alexanderkazarin
Bryan Kercheval
Super Contributor.

Re: Return SC ID in Service call Mail Error

Kazarin,

You have to modify the email template called "Service call Mail Error". This might allow you to put the [ID] field there. This is located in the Admin Console and then Email and then the tab called email templates.

Hope this helps,
Bryan
Kazarin Alexand
Outstanding Contributor.

Re: Return SC ID in Service call Mail Error

Bryan,
My problem isnâ t that I don't know how could I change E-mail template - I know it. My problem is that my edits donâ t give any result. I'm not see the ID of SC that I try to update in e-mail message Service call Mail Error. Although [ID] is situated in this template.
Could you modify the email template called "Service call Mail Error" putting the [ID] field there on your Service Desk and say me the results: Is SD return to you SC ID in message of Service call Mail Error template? Yes or No.
http://linkedin.com/in/alexanderkazarin
Bryan Kercheval
Super Contributor.
Solution

Re: Return SC ID in Service call Mail Error

You are correct the ID doesn't show up in the Subject field but it will show up in the "The following error(s) occurred" area if you're trying to update a specific ID. When I tried to update a Service Call number that didn't exist it told me "The given ID not found: 850000"
Kazarin Alexand
Outstanding Contributor.

Re: Return SC ID in Service call Mail Error

Thanks, Bryan.
http://linkedin.com/in/alexanderkazarin