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The structure of default email message (SD 4.5)

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Sergiy Bilous
Super Collector

The structure of default email message (SD 4.5)

Where I can change the structure of default email message which is sent by SD when item is assigned to person or group?
I have found the place where individual message texts can be changed, but not the message itself.
The task is to add some additional fields to that message and format it differently from default.
Thanks!
6 REPLIES
MarkvL
Honored Contributor

Re: The structure of default email message (SD 4.5)

Hello Sergiy,

This is officially not posible.

You could do it by adjusting the text by searching the lines with advanced find in the localized text but there is no guarantee that if you make adjustments that they wll not show up elsewhere in SD or that the e-mail will keep working correctly.

Mark
HP Support
If you find that this or any post resolves your issue, please be sure to mark it as an accepted solution.
Mark O'Loughlin
Honored Contributor
Solution

Re: The structure of default email message (SD 4.5)


Hi,

we took this approach in order to achieve what you are after.

We disabled the option "Send me e-mail when items are assigned to me" on all person record. The person template has this set to no (unchecked) for all new accounts.

We created 2 DB rules for all the modules (Problem/Change/Service Desk etc.)

Rule 1 sends a mail when the assignment to person is filled in - e-mail to that person only
Rule 2 sends a mail when the assignment to workgroup is populated but no the to person field - e-mail everyone in that group
Mark O'Loughlin
Honored Contributor

Re: The structure of default email message (SD 4.5)

Example Rules:

RULE 1
When change is created or modified
where Assignment;To person (*) is anything
AND NOT (Status (*) equals DeclinedORClosed)
Update Data
-- add in whatever fields / text you want.

RULE 2
When change is created or modified
where Assignment;To workgroup (*) is anything
AND Assignment;To person (*) is empty
AND NOT (Status (*) equals DeclinedORClosed)
Bhuvnesh
Frequent Visitor

Re: The structure of default email message (SD 4.5)

Hello Sergiy,

Check it in Presentation --> Localized Text --> Message Text --> English.
You should be able to specify a new message text here.
Jasper Verweij
Honored Contributor

Re: The structure of default email message (SD 4.5)

Since SP17 this is possible to define centrally without digging into the localized texts!

Jasper
Sergiy Bilous
Super Collector

Re: The structure of default email message (SD 4.5)

I have found no related information in "Presentation --> Localized Text --> Message Text --> English"
But there are some possibilities for changing the email message text in
"Presentation --> Localized Text --> Label Text --> English". But I noticed in my question that I already knew about that.

But it doesn't solve my task. I will proceed will creating two new database rules for all modules (Service Calls, Changes, etc).

Thanks to all!
//Add this to "OnDomLoad" event