question Email notification when task is completed in Community Central forum

Email notification when task is completed

Thato Masingi — Mon, 26 Aug 2024 13:30:19 GMT

Hello everyone,

Is there a way to change email notification to include short description that written by a user when He/She logged a service request or an incident is closed complete or closed incomplete?

Re: Email notification when task is completed

OlaN — Mon, 26 Aug 2024 13:32:43 GMT

Hi,

Your question is unclear, please explain further.

In short, yes, you can put any detail from the record into the notification.

Re: Email notification when task is completed

Mark Manders — Mon, 26 Aug 2024 13:34:43 GMT

What do you currently have? You can check on all kinds of OOB notifications that have fields in them. This is standard ServiceNow functionality, so not sure what you are trying to achieve/trying to ask.

Re: Email notification when task is completed

Thato Masingi — Mon, 26 Aug 2024 14:12:48 GMT

We want to change email notification from "Request enhancement" to whatever the user wrote on short description when logging a ticket.

Re: Email notification when task is completed

Thato Masingi — Mon, 26 Aug 2024 14:16:44 GMT

Hi OlaN,

We change change email notification from "Request enhancement" for example, to whatever short description the user wrote when logging a ticket

Re: Email notification when task is completed

Mark Manders — Mon, 26 Aug 2024 18:45:48 GMT

What is in your current notification? If the short description is 'Request enhancement', it will show this. If it is hardcoded in there, you can just replace it with ${short_description}

Re: Email notification when task is completed

OlaN — Mon, 26 Aug 2024 19:38:04 GMT

Have a look at how the current notification is set up, and make adjustments as needed.

Then use the "View notification" UI action to see the results directly on a record.

The docs pages are quite good to read if you have any questions regarding the notification options.