Email Notification - request item RITM00***** Approval Request - How to edit/change email body

[ElsaBallerina]

Hi Everyone 😀

I am really new to ServiceNow and I would really appreciate some support on the following question. My apologies ahead as I am sure it is not the first time someone must have asked this.

--------

We are using ServiceNow Catalog to have users submit requests. These requests are linked with a flows which looks the image below:

 

The manager will get the following email notification, image below:

--------

• From where can I edit the email body?
• How can I add more valuable information into the email body?
  • Example: Showing in the email body the description written by the end user which is on a REQ00*****?

I need help to make it for informative so that the approver sees more on the email body than what is currently shown above as the standard email template notification.

Currently running the Vancouver version

Thank you very much for your help and time.
You all have a wonderful week 😎


Cheers,
Elsa

[Appanna M]

Hello @ElsaBallerina ,

Suggestion: You have to check the notification configured for the approval and you can modify either the email_script defined in the body or you can add/modify the body of the email you want. 

Please Mark My Answer as Helpful and Accept as Solution, if you find this article helpful or resolves your issue.

[ElsaBallerina]

Hi @Appanna M 

From the flow, I know it is using the table sc_req_item but how do I know which one? I have sorted them out base on sc_req_item and I am lost 🤔

How would I know which one to edit? 😵
Thank you very much Appanna M


Cheers,
Elsa

[Appanna M]

Hello @ElsaBallerina ,

Just follow the thread shared by @Karunakaran for better understanding about email notifications. We can verify the logs to check the actual notification. 

[ElsaBallerina]

Hi @Appanna M 

Unfortunately I do not see the connection because the email notification or syntax applies at a general level while a Service Request Catalog (RITM) email notification targets the manager of the end user who submits the request which isn't something possible nor mentioned on either videos. I have checked the Outbox and these RITM notification email trigger are not showing either.

Either I am completely miss it from those videos or what I have explained is not clear.

In any events thank you very much Appanna M and will search further into this matter until I find it. 😊

You have a wonderful day!


Cheers,
Esa