Adding New Fields to Service Request Update Notification - Code Resolution and Resolution Summary (Doc ID 1283054.1)

Last updated on FEBRUARY 06, 2022

Applies to:

Goal

How does one add 2 new fields to SR Update notification in iSupport/Customer Support?

Scenario
- A. Create SR with email contact > assign the SR to Customer Support person > Change the status of the SR for e.g. "In Progress to Waiting Customer" and update the SR
- B. Notification is sent to the customer because of notification rules setup in Customer Support

In the above notification we want to add the two new fields: e.g.
1. Resolution
2. Resolution Summary

Solution

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