The subject and message body of issue status update e-mail messages are defined in the E-Mail Overlay report specification. The message body is specified in the Parameters field on the Detail Report Parameters window. The following parameters can be entered in the Parameters field:
■ [Service_Request.ServiceReference] - This parameter is replaced by the issue reference in the e-mail message body.
■ [Service_Request.Title] – This parameter is replaced by the issue title in the e-mail message body.
■ [Service_Request.Status] – This parameter is replaced by the issue status in the e-mail message body.
The issue status update e-mail subject header is prefaced with Re: your Issue followed by the issue reference and issue title.
The following is an example of the contents of the Parameters field on the Detail Report Parameters window:
QLWA Foundation
Issue Management Notification
Your Issue (Ref. # [Service_Request.ServiceReference]) [Service_Request.Title] has been submitted and has been assigned a status of [Service_Request.Status].
Thank you,
QLWA Foundation
This will result in an issue status update e-mail message body similar to the following:
QLWA Foundation
Issue Management Notification
Your Issue (Ref. # 14) Test has been submitted and has been assigned a status of InProcess.
Thank you,
QLWA Foundation
To create the E-Mail Overlay report specification
1. Select Utilities> Report Specs to display the Report Specifications window.
2. Click New.
3. Enter SERVICE in the System field.
4. Enter Status in the Category field.
5. Enter E-Mail Overlay in the Title field.
6. Enter Overlay text for Issue Management System E-mail messages in the Description field.
7. Click Parameters to display the Detail Report Parameters window.
8. Enter Service_Request in the Main Tables field.
9. Enter the text, including the desired issue parameters ([Service_Request.ServiceReference], [Service_Request.Title], and [Service_Request.Status]), to include in issue status update e-mail messages in the Parameters field.
10. Click Save.
Report Specifications window for E-Mail Overlay report specification
Example of Detail Report Parameters window for E-Mail Overlay report specification