BMC in their infinite wisdom decided to make this as close to hell as possible to modify. You will need to make sure the field you want to add to your email is in 3 different places, then and only then will it show up in the drop down list. (if you are lucky)
1) NTE:SYS-NT Process Control - make sure the field is here with the same field ID as in the form (HPD:Help Desk) 2) NTE:NPC:GetNotificationMessage_231 , 232, 233, 234 etc.. - map the field here 3) SYS:Notification Messages - Field should be in the drop down. Why they couldn't let us add fields like $FieldName$ I don't know!! ITSM 7.6.04 SP2 ARS 7.6.04 SP3 Oracle 11.2.0.3.0 - 64bit Production Win 2008 Server Claire Sanford Information Systems Division Memorial Hermann Healthcare System [email protected] From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Hutcheson, Heather Sent: Monday, August 05, 2013 1:18 PM To: [email protected] Subject: Configuring Emails ** Hello, I have a few questions regarding emails. 1. I have gone through the Email Engine guide and have not been able to find out how to add additional fields to an outgoing email. I would like to add additional fields that are not currently available in the "Email Message Body" dropdown to the notifications in SYS:Notification Messages. Ideally, I would like to map the Notes or the "Detailed Description" from the service request to the email body. 2. I want to configure my emails to create a work order/incident depending on keywords submitted in an email. Any help would be great. Thank you, Heather _ARSlist: "Where the Answers Are" and have been for 20 years_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
