RITM Approval notification email body sometimes empty

[GaneshErike]

Hi,

We are facing an issue with approval email notifications for catalog requests (RITM).

Scenario:

Requests are raised through the Service Portal

REQ, RITM, and Catalog Tasks are created successfully

RITM approval is triggered correctly

Approval email notification is sent to approvers

Observation:

Email subject is always populated correctly, for example:

Approval needed for RITM00054 – <RITM short description>

Email body is inconsistent:

Sometimes the body is populated as expected

Sometimes the email body is completely empty

We are using email scripts to populate email body in approval notification.

Please assist us to resolve the issue.

Thanks in advance.

[Ankur Bawiskar]

@GaneshErike 

this OOTB email notification is sent when approval is requested for RITM

Did you check if somebody updated that OOTB notification or created a custom one and has some issue in it?

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[Dr Atul G- LNG]

Hi @GaneshErike 

is it OOTB or your custom emails?