Need Assistance with Customising ServiceNow Email Templates for Incidents
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10-23-2024 11:15 PM
Hi everyone,
I'm looking to create two customised email templates in ServiceNow that can be utilised within Service Operations Workspace (SOW) or Agent Workspace. Specifically, I want to implement two types of templates for service desk operators to use when handling incident tickets. Here’s what I’m aiming to achieve:
- Initial State Change:
- When either email template is applied, the state of incident ticket should automatically be changed to ‘on hold’, allowing the customer 1 business day to provide an update.
- Template #1:
- If the customer does not respond within the 1 business day, the ticket should be changed to a "Cancelled" state and cannot be reopened.
- The customer will receive an automatic notification regarding this change.
- Template #2:
- If the customer does not respond within the 1 business day, the ticket should be placed in a "Resolved" state but can be reopened within 5 days.
- Customers will also receive an automatic notification about this status change.
I've already created the basic email client templates in ServiceNow, but I’m struggling to implement the desired behaviour through business rules. I’ve tried looking at the documentation for guidance, but I’m feeling a bit lost.
Could anyone provide guidance on how to add these features to my existing email client template, or whether there is a better alternative method? Anything would be greatly appreciated!
Thank you!
