Currently, SWSD has one incident creation notification that processes new creation notifications for both incidents and service catalog requests. It would be valuable to have the ability to create separate new creation notifications for each.
I created a service catalog item for hardware replacement requests. In that, I have two process fields. One is a dropdown the requester uses to select the type of hardware that needs to be replaced and the second is a description field allowing the user to type in free text explaining why the replacement is needed. In the service catalog description, I have text that explains what the catalog item is used for.
The shared incident creation notification includes {{incident_description}} in the body of the email. This properly captures the description the requester types for the incident (ticket). When that same notification is sent for a service catalog request, the static text that I included as a description in the service catalog item is what is included in the notification. The description is blank. In the body of the notification, I would like to include the hardware type that was selected as well as the text description entered by the requester. Right now, I have no way to do that.
The only way I can see to partially accomplish what I want is to create separate service catalog items for each type of hardware that could be selected. I still can't show in the notification the justification that was included in the process field but it would allow me to make the subject more descriptive (category = hardware replacement; subcategory = mouse).
So, this is actually two feature requests in one:
- Allow for separate notifications to be used for incidents and for service catalog requests
- Allow for the inclusion of process fields in the notifications used for the service catalog requests.
Thank you.
