Email notifications for Technicans - Requests

[TALENAJ]

I would like to create an email notification to technicians that has the RITM in the body of the email. 

Things to know:
- Only technicians create requests

- Request created from Service Catalog > Requests does not give us the option to add who the request is for, and subsequently the email comes through with the name of the technician that created the request. We would like the option to add the "requested for" field in the Requests form so the request does not come through as being requested by the technician.

- Request created from Service Operations Workspace does give us the option to create the request for a specific user, so that it does not come through as requested by the technician but as the user who requested the item.

Email will look like this:

A request has been opened by: ${requested_for}

Description: (here the description will be the RITM)

Please view the request here: ${URI_REF}

Other details. 
When I create the request from Service Operations Workspace, it does not ask for the RITM or any variables added into the catalog item. You can only add a short description. It does allow you to select requested user. When creating the request from Service Catalog>Requests, it does add the RITM and lets you select a variable. It does not allow you to add the user requesting the service.

I'm not sure why these 2 ways of creating requests are different but having them match would be ideal for my team. 

Thank you for any help you can provide me!

[Its_Azar]

Hi there @TALENAJ 

For the notification, I'd recommend triggering it from sc_req_item (RITM) instead of sc_request. That will make it easier to include ${requested_for}, the catalog item details, and any variables entered on the request.

If your technicians need to create requests on behalf of users and still capture catalog variables, adding a Requested For variable (or variable set) to the catalog item is probably the cleanest approach.

One question: is your notification currently running on sc_request or sc_req_item?