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    ashish bodhale
    Change subject of email template in OSvCAnswered
    Topic posted August 13, 2019 by ashish bodhaleBlue Ribbon: 750+ Points, last edited August 13, 2019, tagged Service Console 
    23 Views, 3 Comments
    Title:
    Change subject of email template in OSvC
    Summary:
    Change subject of email template in OSvC
    Content:

    Hi,

    I have a requirement to change the subject of the emails that are sent when Incident is created. As of now, the default email that is being sent is "test [Incident: 190813-000000]" which we want to change to "test [190813-000000]". I have tried to update the subject field from email template, save it and deploy it, as shown in the screenshot, but still whenever email is sent, it still sends the default subject "test [Incident: 190813-000000]". Can you please let me know how can I update it?

    Thanks,

    Ashish

    Image:

    Best Comment

    Christian Linke

    Hi try double clicking on the Reference merge field. That should open up a window where you can remove the Label.

    Comment

     

    • Lakshay Bhalla

      Hi Ashish,

      I am also curious to know other's Suggestion, but here's what i think can be done:

      1. Create a Custom Field such as cust_ref.

      2. Create a CPM and in that write a Simple code which copies the reference number to the Custom Field (cust_ref).

      3. Create a Business Rule in the Initial State or the Starting State where all the rules are hit while incident creation. In this Rule execute the above CPM (ObjectEventHandler).

      4. Go to the Message Templates, Remove the standard Reference Number merged field and add the Custom Reference Number Field.

      I Know its a bit lengthy task.

      Thanks

      - Lakshay

    • Christian Linke

      Hi try double clicking on the Reference merge field. That should open up a window where you can remove the Label.

      • Sristy Arya

        Hi Ashish,

        Christian is absolutely correct . You have to double click the Subject in Message Templates & then a Pop up comes . In this pop up the Label : Defines the content that is appearing before the reference number .

         

        Thanks

        Sristy