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.

[GaneshErike]

Hi @Dr Atul G- LNG ,

It is our custom notification will trigger when approver is added to RITM.

In our project, they have configured other notification i.e, Approval RITM

Email body in approval request is going as expected but, sometimes email body is going empty.

They have configured email body using email scripts.

[Dr Atul G- LNG]

Hi @GaneshErike 

You need to get the details on why it is failing. It could be due to incorrect data, a wrong process, or possibly wrong values in the RITM.