Service Request Email - Estimated Resolution Time

[Salma Sarwar]

Hi,

 

I was wondering whether you can help is there a way of inputting within the email templates the estimated resolution time.  It seems like .h_fixby works for incidents but not for requests. 

I have tried both fields below but they do not work for requests.  Thank you.

{{.h_fixby|formatLocalTime}}

{{.H_datedue}}

Kind Regards,

 

Salma

[HHH]

@Salma SarwarDo you have an SLA with response and resolution times for service requests?

[Salma Sarwar]

Yes we do have the SLA's with response and resolution times but we were hoping that once a ticket is logged and prioritised we are able to provide the estimated resolution time within the email that gets to the customer.

 

Kind Regards,

 

Salma

 

[James Ainsworth]

If you have your Service Level timers running in the workflow for these requests, can you check to make sure the the email is being sent after the resolution timer has started?

[Salma Sarwar]

@James Ainsworth thank you for your reply.

 

Yup the email is sent after the resolution timer has started in the email template we have the following:

 

Summary: {{.H_summary}}
Service: {{.H_fk_servicename}} - {{.H_catalog}}
Priority: {{.H_fk_priorityname}}
Estimated Resolution Time: {{.h_fixby|formatLocalTime}} {{.H_datedue}}

 

[Salma Sarwar]

@James Ainsworth we have done a bit more digging in to this one.  It seems that when logged from the portal the SLA bit is working however, when logged from the Analyst side the Service Level section does not appear.  I can't see anything wrong with the set Priority node in the above screenshot.

 

Kind Regards,

 

Salma

 

[Salma Sarwar]

@James Ainsworth I think I may have found the problem, I will test and report back.

Kind Regards,

 

Salma

[James Ainsworth]

Thanks for the update.  Let us know how it goes.