Email Notifications/Templates Clarification

[thisismichaelb]

I just want to make sure I have this concept right. Regardless of what is in the "Email Template" field on an Email Notification form, if I have something in the "Subject" and(or?) the "Message" fields, that template is overridden and the Subject/Message on the Email Notification form is sent out.

I'm seeing a few notifications in my system where someone left the Email Template field filled in with the out of the box incident.itil.role Email Template and it confused me as to exactly what was getting sent out.

Right?



From http://wiki.service-now.com/index.php?title=Email_Templates in the "Overview" section.

If necessary, you can make minor changes on the fly to an email that uses a template by overriding the subject line and message body content in the notification form.

[tony_fugere]

Correct. The Notification's Subject and/or Message will override the template if NOT BLANK.

This is great for Notifications that share the same Message, but need to have different Subjects. For instance, the OOB notifications for Incident.

[thisismichaelb]

Thanks Tony! I just tested a little and that's exactly how it works. I guess the verbiage in the documentation seemed a little off. Thanks for confirming.