Creating Request Email Technicians

[TALENAJ]

I would like to create an email notification to technicians that has the RITM in the body of the email. 

I'm unable to to find the HTML code to add to the email body for the technicians.  Perhaps this is added in a different place other than Email Notifications. Is the RITM added in Email Templates instead? If it's the Email Notifications, should the table be "Request [sc_request]" or "[sc_req_item]"?

Things to know:
- Only technicians create requests

- Request created from Service Catalog > Requests does not give us the option to add who the request is for, and subsequently the email comes through with the name of the technician that created the request. We would like the option to add the "requested for" field in the Requests form so the request does not come through as being requested by the technician.

- Request created from Service Operations Workspace does give us the option to create the request for a specific user, so that it does not come through as requested by the technician but as the user who requested the item.

Email will look like this:

A request has been opened by: ${caller_id}

Description: (here the description will be the RITM)

Please view the request here: ${URI_REF}

Thank you for any help you can provide me!

[TALENAJ]

Other details. 
When I create the request from Service Operations Workspace, it does not ask for the RITM or any variables added into the catalog item. You can only add a short description. When creating the request from Service Catalog>Requests, it does add the RITM and lets you select a variable. 

I'm not sure why these 2 ways of creating requests are different but having them match would be ideal for my team. 

[Tanushree Maiti]

Hi @TALENAJ 

1. 

When technicians create requests through Service Catalog > Requests, they are interacting directly with the Request (sc_request) table. To make the Requested for field available on the form, follow these steps:

1. Navigate to Service Catalog > Requests and open any existing Request (REQ) record.
2. Right-click the form header and select Configure > Form Layout.
3. In the Available list on the left, locate Requested for and select it.
4. Click the Right Arrow (>) to move the field to the Selected list.
5. Use the Up and Down buttons to position the field appropriately on the form, ideally near the top.
6. Click Save.

Once saved, technicians will be able to specify the end user by populating the sc_request.requested_for field when creating requests manually

2.  By default, data from the sc_request record cascades down to its associated records.

However, if newly created RITM (sc_req_item) records do not immediately inherit the Requested for value during manual request creation, you can address this by creating a simple Before Insert Business Rule on the sc_req_item table.

Condition:

current.request.requested_for != ''

Script:

current.requested_for = current.request.requested_for;

3. The notification should be configured on the Requested Item (sc_req_item) table. This approach enables you to use dot-walking to access fields on the parent Request (sc_request) record, including the user who created the request.

By referencing the parent Request record, you can accurately determine the request creator and apply the appropriate notification logic.