I have SD4.5 and SD sends an email when a service all is assigned to a user. The assigned person gets the email but in the Message it has DESCRIPTION, from WORK GROUP,ADDITIONAL DESCRIPTION BUT NOT THE CALLER FIELD. How can i put the caller field in the email? morever I blocked all the Database rules but still I am able to get the Email.
I checked the system panel Email Host, there is nothing which matches to the emails I am getting.
So there must be somewhere in SD whic is triggering the emails?
There is a user defined option (Tools/Options) to send a notification mail to assignee when a ticket is assigned to her. To alter the template of this email go to Administrator Console/System Panel/E-mail. Go to E-Mail templates and modify Service Call Assignment Notification.
We are using SP13 which does not allow the customization of the message. We got around the lack of information in the e-mail by using a database rule to concatenate the information to the "Information from Sender" field. This field IS included in the auto-generated e-mail.
thats good news. Another option with additional flexability is to uncheck the send email options in all the person records and set up DB rules to send emails e.g. when status = closed or on reassignment etc.
You can add in what ever field is available to the rule and can control the sending a little better with conditiones in the rules
Downside is that you will be creating a number of DB rules for each item (Problem, change, SR's etc.)
I would like to Thank all of you since every one gave me a good point.
There are SP on the system, that is the main problem. I told my boss so we will upgrade to SP19. I hope it should help us in lot of problems. But in meantime i tried to Disabel SEND ME EMAIL OPTION But still I am getting email. I dont know from where it is sending.
Secondly how do I concatenate Business rule with existing email? I created a rule to send email when call is assigned but it does not work. Still I get same standard email from servicedesk.
If you are to upgrade beyond SP17 I'd say it's better to go to SP20 because it has some pretty interesting features that SP19 doesn't, like unlimited custom codes, notification when a ticket is opened/edited by another user, import/export custom views etc.