How do I get an RITM field to show on the approval email?

nadzm · ‎12-09-2015

We have several Service Catalog items that require an approval before the request is progressed. However I have noticed that the approval email that gets sent out does not contain the 'Requested for' user details. These details are on the RITM ticket and I cant figure out how to display them on the email template. I have tried to amend the email template 'change.itil.approve.role' by dot walking with no luck....

anyone know how I can do this?

alan_lowrance · ‎12-09-2015

If the approval is coming from the Requested Item, to get any variables from the RITM you need to use sysapproval field to reference the RITM from the approval. For instance, on the approval's email template, you'd use ${sysapproval.short_description} and ${sysapproval.description}. Remember variables must be encapsulated with ${} on templates. But the 'Requested For' actually is stored on the REQ so you need to dot-walk one more level: ${sysapproval.request.requested_for}

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nadzm · ‎12-09-2015

Thanks again to both of you! ...will modify and implement now....

Ibaa_Shoheb · ‎12-17-2018

Hello All,

We are facing issue that the requested for field is not visible to the approvers but we as an admin can see it. Approvers do not have any role. I checked the ACLs but no luck.....