change Management
We are using Change management and have a classification for Emergency Changes... something that is critical and needs to be done immediately and all technicians get notified via email in our work flow. Our problem is the emails look identical to the standard Change requests. Any way to make them look different?
Asked by Scott Tilghman
on Fri 2/18/22 10:17 AM
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Answer (1)
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Mark Sayers
Fri 2/18/22 1:50 PM
Hello Scott,
The best way to achieve that is to use a Notification type workflow step where you can configure a custom notification to go out to the necessary persons and design it uniquely.
The Ticketing application Notification Templates do not otherwise have a way of checking for certain conditions like the classification of a ticket and displaying differently for different classifications or statuses.
No feedback
Mark, will the techs get both the automated notification email and the notification step email?
Would this work? Create a custom attribute that was always blank unless it was an emergency change. That field could then be added to the standard notification template but would only display when it had a value. You could also give it an HTML attribute to make it stand out. - Bobby Jones Fri 2/18/22 2:41 PM
Would this work? Create a custom attribute that was always blank unless it was an emergency change. That field could then be added to the standard notification template but would only display when it had a value. You could also give it an HTML attribute to make it stand out. - Bobby Jones Fri 2/18/22 2:41 PM
If you had it set up so they are notified when the ticket is received, then in my scenario they'd get both, sure.
Your suggestion could work too. - Mark Sayers Fri 2/18/22 2:43 PM
Your suggestion could work too. - Mark Sayers Fri 2/18/22 2:43 PM
Good point..that would only happen on creation/notification. In subsequent ticket updates, you could choose not to notify the group and trigger the workflow step custom notification.
- Bobby Jones
Fri 2/18/22 2:47 PM