How do I configure approval emails for Standard Change Template approvals?

[Swati36]

Hello fam!

We have a set up where if any user tries to create / update any  Standard Change Template then it would trigger approvals. We have 2 step approval where first goes out to owner of the Configuration Item and then second one to a group.

We are trying to send out notification emails to the respective approvers whenever any approvals are triggered for that template.

This is how the notification mail should look - 

---------------------------------------

Hi <approver first name>,

This Standard Change Template request needs your approval.

Request details:

Subject: <template number> - <Short description>

Created by:

Configuration Item:

Need to see more details? Click here.

Approve ( when clicked should approve )

Reject  ( when clicked should reject)

Regards,

IT Services Team

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Below are the problems we are facing - 

1) We are trying to create the notification on ( sysapproval_approver ) table but we see that fields ( sysapproval ) and ( u_short_description ) which are required for "template number" and "short description" are empty on the ( sysapproval_approver ) table. How do we get these details on the notification?

2) How do we get the values for "approver first name", "created by" and "configuration item" that are stored on our custom ( u_standard_change_template ) table on the notification email?

3) How to make sure that the template gets approved / rejected when approver clicks on respective option ( Approve / Reject ) on the notification email?

Any ideas and help on this would be much appreciated.

Thank you!

[Anil Lande]

Hi,

You can make use of email script to get template number and short description from the template. Use GlideRecord query and get required details.

To achieve 3rd point check OOB notifications. Same logic is already available in OOB setup. As you have created custom table you may need to write Business Rule to update state/status of your Standard change template after approval status updated.

Thanks,
Anil Lande