Jump to content

Recommended Posts

Posted
Hello.
Knowing that the SLA targets are set in the h_itsm_request_slm_targets table while the NewRequestConfirmation email template is based on the requests entity, do you know if will it be possible to add the respond and resolution target dates fields to this email template?
Thanks
A.
 
Posted

@Alberto M respond and resolution target dates are also stored in the request table, no need to look at slm_targets table. They can be added in any email template using these variables: {{.H_respondby}} and {{.H_fixby}}.

  • Thanks 1
Posted

@Victor, it seems that the SLA targets are not yet updated in the request at the moment the email notifications are sent for the following templates:

EmailConfirmationNewIncident, EmailConfirmationNewServiceRequest, NewRequestConfirmation

I've changed these templates to include the SLA targets and I'm receiving it as the following image.

image.png.11497788d6c4757aec3e1892b1dd8163.png

I've checked the requests where I've received these messages, after receiving the email notification, and they have SLA targets assigned to them.

Is it something I'm doing wrong in my code?

                    <tr>
                        <td style="padding: 0 0 10px 0;">{{.H_respondby}}</td>
                        <td style="padding: 0 0 10px 0;">{{.H_fixby}}</td>
                    </tr>
 

Thanks.

Posted
2 hours ago, Alberto M said:

Is it something I'm doing wrong in my code?

Nope, you most likely not doing anything wrong. However, may I ask a favour? Can you please raise this as a support request with me?

  • Like 1
  • 5 months later...

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now
×
×
  • Create New...