I initially logged this as a fault as I assumed it would work, but I've been advised it is not possible.
Basically I would like to be able to include Properties from the Service Request/Incident in the Send Email feature.
When an email template is used on a automatic notification from Service Manager, you can include placeholders for properties, such as display name, call id, description contents etc. etc.
You can include these in the Cireson "Send Email" templates, however they do not work.
Hi. We've had to remove the task Copy to New, as it creates orphan SRs with no RO and an unapproved template. It allows users to be lazy and bypass our catalog to fast track SRs by skipping approvals.
All it does is copy text into a draft SR template, with no RO link retained, leading to reporting identifying a growing list of orphan SRs.
Can the task be altered to copy the template and retain the RO? I know there are runbooks to copy CRs and RRs, can you trigger a runbook from a task?
This would give Change Advisory Boards something to show during approval meetings that give all the info and allow them to Approve or Reject, then move on to the next one in a more efficient manner.