Change Request Notification Issue

[nickm5816667392]

First post in a SN forum, hope I'm in the right place!

We are brand new to the SN world. Our implementation partner finished their work and hit the door running a couple of months ago. We're now in the middle of training of training ourselves while we look to hire our own developer.

We have noticed that when an ITSM user creates a change and requests approval, the notification that goes to this user is incorrect.

The subject states "Change Request CHG##### has been Requested". But the body states "Change Approved". The "Change Approved" statement is throwing people off as it has not been approved yet.

After looking at the email logs, the notification template that was used is called "Change approved". This seems wrong. I am assuming that there should be an additional template called "Change requested", however we don't see one.

As I type this and dig a little further, I think I see the issue. The template has this for the subject:

${sys_class_name} ${number} has been ${approval}

And then this for the body: Change Approved.

I'm thinking of editing the body to Change ${approval}

What's everyone else doing?

[Paul Curwen]

I think the conditions on your Notification, or the thing that fires the event if it's triggered by an event, or sent from a Flow is wrong. 

Follow this: https://docs.servicenow.com/bundle/xanadu-it-service-management/page/product/change-management/task/...

If that doesn't work post some screenshots so people can assist better. 

You only want this to send when he 

[nickm5816667392]

Appreciate the response. As a quick test, I went into Dev and changed the body to be "Change ${approval}" instead of "Change Approval". This does appear to be working.

I do need to jump into the change config to see all the different triggers/conditions we have set. Lot to learn!  I assumed there was an OOB change request notification that should have been used here, but I do not see one at all when looking at the notification table.