SLA target dates in the NewRequestConfirmation?

[Alberto M]

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.

 

[Victor]

@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}}.

[Alberto M]

Oh... thanks a lot, @Victor!

[Alberto M]

@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.

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.

[Victor]

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?

[Alberto M]

@Victor (Offline),

I've set this live with a workaround. It's working but the {{.H_respondby}} and the {{.H_fixby}} contents are appearing with a "Z" at the end.

 

Is there any way to take out this "Z"?

Regards,

A.

[Alberto M]

@Victor (Offline), no need to worry; solved.